Remote Senior Manager, WFM & Resource Orchestration

Ladders; United States; Remote; USD 110.000 - 130.000; Vollzeit

Benefits dieser Stelle

Leadership opportunity

Collaborative culture

Professional development

Cutting-edge technology

Crisis management exposure

Remote work

Zusammenfassung

Ladders seeks a Senior Manager, Resource Orchestration (WFM) to lead workforce planning across forecasting, scheduling, staffing, and disruption response in a global contact-center environment. You will partner with Operations, Analytics, Technology, and platform admins to improve service performance and operational resilience.

This role manages a WFM team, drives cross-functional initiatives, and shapes scalable practices. Location: Remote in the United States.

Qualifikationen

• 7+ years in workforce management for high-volume contact centers.
• 3+ years leading or developing WFM teams.
• Forecasting and staffing expertise.
• Strong contact routing and CCaaS knowledge.
• Experience leading cross-functional projects.
• Ability to act with good judgment in fast-moving environments.
• Clear communication for diverse audiences.
• Proficiency with WFM tools; Genesys Cloud experience a plus.
• Bachelor's degree or equivalent; certifications a plus.

Aufgaben

• Own and improve WFM practices across forecasting, planning, staffing, and crisis management.
• Build and explain short- and long-range forecasts for voice and digital channels.
• Create balanced schedules that meet service goals and business priorities.
• Partner with intraday management to analyze real-time trends and inform workforce plans.
• Evaluate routing and configuration changes with platform admins and Operations.
• Lead the crisis management team during disruptions.
• Drive cross-functional projects from definition to outcome measurement.
• Coach and develop a high-performing WFM team.

Kenntnisse

Workforce management

Forecasting

Staffing

Leadership

Communication

Cross-functional collaboration

Ausbildung

Bachelor's degree or equivalent

Certifications (plus)

Tools

Genesys Cloud

Jobbeschreibung

Ladders seeks a Senior Manager, Resource Orchestration (WFM) to lead workforce planning across forecasting, scheduling, staffing, and disruption response in a global contact-center environment. You will partner with Operations, Analytics, Technology, and platform admins to improve service performance and operational resilience.

This role manages a WFM team, drives cross-functional initiatives, and shapes scalable practices. Location: Remote in the United States.