Global CX WFM Strategy Lead

Apply; Manchester; On-site; GBP 70,000 - 110,000; Full time

Job summary

Melio in Manchester is seeking a high-performing CX Workforce Management Manager to lead global WFM. You will own long-term capacity planning, multi-channel forecasting, scheduling optimization, and real-time management across internal teams.

The role requires senior leadership, data-driven approach, and collaboration with Operations, Finance, and People teams to balance CSAT and efficiency. You will drive KPI dashboards, automation opportunities, and develop a high-performing WFM team.

Qualifications

• 7+ years in WFM for high-volume omni-channel CX environments.
• 3+ years in a senior manager/leadership role in WFM.
• Experience with enterprise WFM platforms and CCaaS tools.
• Bachelor’s degree in business or analytics preferred.
• Proven hiring, development, and retention of WFM talent.

Responsibilities

• Forecasting & capacity planning for multi-channel demand.
• Oversee scheduling and real-time execution to meet SLAs.
• Deliver executive dashboards and drive continuous improvement.
• Lead and develop WFM Analysts and Coordinators.

Skills

Data-driven decision making

People empowerment

Cross-functional influence

Agility & resilience

Education

Bachelor's degree in Business Administration

Data Analytics

Statistics

Tools

Nice CXone

Verint

Assembled

Zendesk

Salesforce

Talkdesk

Job description

Melio in Manchester is seeking a high-performing CX Workforce Management Manager to lead global WFM. You will own long-term capacity planning, multi-channel forecasting, scheduling optimization, and real-time management across internal teams.

The role requires senior leadership, data-driven approach, and collaboration with Operations, Finance, and People teams to balance CSAT and efficiency. You will drive KPI dashboards, automation opportunities, and develop a high-performing WFM team.