Global Workforce Forecasting & Strategy Lead

247Hire; Maryland; On-site; USD 95,000 - 130,000; Full time

Job summary

247Hire is looking for an experienced Senior Manager for Workforce Planning & Strategic Modeling to support global customer experience operations. This role will involve building demand forecasts and creating actionable workforce plans while working closely with CX Leadership and external partners.

The ideal candidate will have 7+ years of experience in Workforce Management and strong analytical skills, particularly in outsourced contact center environments. The position is based in Maryland.

Qualifications

• 7+ years of experience in Workforce Management or related analytical discipline.
• Strong experience in outsourced or BPO contact center environments.
• Deep understanding of CX and contact center metrics such as AHT, SLA, and Productivity.

Responsibilities

• Develop and maintain volume forecasts for omni-channel programs.
• Convert demand forecasts into staffing and capacity plans.
• Continuously improve forecasting methodologies using historical data.
• Partner with BPO Workforce Management to validate plans.
• Provide data-driven recommendations for prioritization.

Skills

Workforce Management

Forecasting

Capacity Planning

Financial Modeling

Analytical Skills

Tools

Excel

WFM Platforms

Job description

247Hire is looking for an experienced Senior Manager for Workforce Planning & Strategic Modeling to support global customer experience operations. This role will involve building demand forecasts and creating actionable workforce plans while working closely with CX Leadership and external partners.

The ideal candidate will have 7+ years of experience in Workforce Management and strong analytical skills, particularly in outsourced contact center environments. The position is based in Maryland.