Job Summary:

• Looking for a strategic Senior Workforce Manager to lead workforce capacity planning and management efforts.

• This pivotal role is responsible for ensuring optimal workforce operations across our global BPO partners in Central America and the Philippines.

• The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations.

Qualifications:

• Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.

• Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role.

• Extensive experience supporting BPO operations in Central America and the Philippines.

• IEX Guru - with at least 10 years’ experience

• 10 years’ experience in NICE inContact

• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.

• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.

• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Experience building a full WFM from the ground up

• Green Belt Certification required; Black Belt Certification preferred.

• Both of the following are mandatory requirements:

• Union experience

• Vendor/BPO experience

• Previous oversight of reporting arm of a business

• Experience working with finance team