AI-Powered Global WFM Lead, Resource Orchestration

Navan, Inc.; Dallas (TX); On-site; USD 130,000 - 180,000; Full time

Job summary

Navan, Inc. is seeking a Senior Manager, Resource Orchestration (WFM) to lead the workforce planning and demand forecasting for a global, multi-channel contact center.

You will design and own the operating rhythm, schedules, intraday decisions, and crisis response in collaboration with Operations, Analytics, Product, and Technology. The ideal candidate brings 7+ years in WFM leadership, experience with CCaaS platforms, and a strong ability to translate data into practical actions that improve

Qualifications

• 7+ years of progressive workforce management in high-volume contact centers.
• 3+ years leading WFM teams or operational planning professionals.
• Experience building forecasts and staffing plans and interpreting performance data.

Responsibilities

• Own and improve the WFM operating rhythm across forecasting, capacity planning, staffing, scheduling, and crisis management.
• Create forecasts for voice and digital channels and translate demand into staffing needs.
• Develop schedules and staffing strategies balancing service goals, cost, and employee experience.
• Collaborate with intraday management to monitor real-time trends and inform workforce plans.
• Shape WFM and CCaaS technology roadmap and measure results.

Skills

Forecasting

Capacity planning

Scheduling

Intraday operations

Real-time performance

Workforce analytics

Team leadership

Problem solving

Education

Bachelor’s degree or equivalent practical experience

Tools

Genesys Cloud

NICE

Verint

Calabrio

Job description

Navan, Inc. is seeking a Senior Manager, Resource Orchestration (WFM) to lead the workforce planning and demand forecasting for a global, multi-channel contact center.

You will design and own the operating rhythm, schedules, intraday decisions, and crisis response in collaboration with Operations, Analytics, Product, and Technology. The ideal candidate brings 7+ years in WFM leadership, experience with CCaaS platforms, and a strong ability to translate data into practical actions that improve