Senior Workforce Management Professional in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Workforce Management Professional based in United States.

This is a senior-level workforce management opportunity focused on forecasting, capacity planning, and operational optimization across large-scale contact center environments.
You will use advanced analytics and workforce management technologies to translate demand and staffing data into actionable business insights.
The role partners closely with operations, marketing, HR, finance, IT, and external service providers to anticipate workforce needs.
You will influence strategic decisions around staffing, service levels, utilization, budgeting, and future operational initiatives.
The position offers the opportunity to improve forecasting methodologies, conduct workforce simulations, and shape long-term resource planning.
This is a fully remote role within the U.S., combining analytical expertise with cross-functional collaboration and business advisory responsibilities.
Success in this position requires strong quantitative thinking, attention to detail, communication skills, and hands-on workforce management experience.

• Develop and maintain comprehensive workforce forecasting models using workforce management tools to predict contact volumes, average handle time, shrinkage, and staffing requirements.
• Determine annual, monthly, daily, and intraday staffing needs by analyzing contact center statistics, marketing initiatives, system events, and other demand drivers.
• Collaborate with tactical workforce management teams and operational leaders to align workforce plans with business priorities.
• Partner with contact center leadership, marketing, human resources, finance, information technology, and external partners to identify activities that may affect forecasts and staffing requirements.
• Analyze forecast results and provide recommendations, feedback, reporting, and insights to improve forecasting accuracy and methodology.
• Balance projected customer demand with available agent capacity to support service-level, utilization, and budget objectives.
• Develop long-term workforce forecasts to support strategic initiatives, operational planning, and future business requirements.
• Conduct workforce simulations and scenario analysis to assess the operational impact of proposed business strategies.
• Maintain and optimize workforce management platforms, including Aspect and Genesys.
• Translate workforce analytics, people metrics, and reporting into strategic and operational insights that support workforce decision-making.
• Manage multiple priorities and deadlines while maintaining a high level of analytical accuracy and attention to detail.

• 5+ years of professional experience in Workforce Management.
• At least 2 years of hands-on experience with call center forecasting.
• Demonstrated experience using workforce management platforms such as Aspect, NICE, IEX, and/or Genesys.
• Strong knowledge of Microsoft Word, Excel, and PowerPoint, with the ability to analyze and present workforce data effectively.
• Strong analytical, critical-thinking, forecasting, and problem-solving capabilities.
• Excellent written and verbal communication skills, with the ability to explain complex workforce insights to business stakeholders.
• Ability to manage multiple projects, priorities, and deadlines in a fast-paced operational environment.
• Strong attention to detail and commitment to data accuracy.
• Preferred experience with back-office forecasting and workforce planning.
• Prior process management or project management experience is an advantage.
• Ability to work effectively in a fully remote environment and collaborate with cross-functional teams.
• For remote work, access to a reliable internet connection with at least 25 Mbps download and 10 Mbps upload speeds is required, along with a dedicated workspace suitable for handling confidential information.
• Occasional travel may be required for training or business meetings.

• Salary: $71,100–$97,800 per year, with actual compensation depending on location, skills, experience, education, certifications, and other job-related factors.
• Eligibility for a performance-based bonus incentive plan.
• Remote work from anywhere in the United States.
• 40-hour full-time schedule.
• Medical, dental, and vision insurance options.
• 401(k) retirement savings plan.
• Paid time off, company and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability coverage.
• Life insurance and additional employee benefits supporting personal and financial well-being.
• Opportunity to work on strategic workforce planning and forecasting initiatives with broad operational impact.
• Occasional travel opportunities for training and business meetings.