Senior Manager, Resource Orchestration (WFM)

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Leadership opportunity

Collaborative culture

Professional development

Cutting-edge technology

Crisis management exposure

Remote work

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Workforce management

Forecasting

Staffing

Leadership

Communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Certifications (plus)

Tools

Genesys Cloud

Job description

For our client, we are seeking a Senior Manager, Resource Orchestration (WFM) to join the team of a leader in the Enterprise Technology space.

This role will own the workforce management function across forecasting, scheduling, staffing, and disruption response for a complex, global contact-center environment. You will partner closely with Operations, Analytics, Technology, and platform administrators to improve service performance, strengthen planning discipline, and support fast-moving business decisions. The position also leads a WFM team, drives cross-functional initiatives, and helps shape scalable practices that support both customer experience and operational resilience.

Location: Remote

Compensation: $110,000 – $130,000 annually

Responsibilities

• Own and improve workforce management 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 administrators and Operations
• Lead the crisis management team during disruptions and coordinate responses
• Drive cross-functional projects from definition to outcome measurement
• Coach and develop a high-performing WFM team while fostering a learning environment

Qualifications

• 7+ years of workforce management experience in high-volume contact centers
• 3+ years of experience leading or developing WFM teams
• Proven ability to build forecasts and staffing plans
• Strong understanding of contact routing and CCaaS concepts
• Experience leading cross-functional projects
• Sound judgment in fast-moving situations
• Clear communication skills for varied audiences
• Proficiency with WFM systems and analytics tools; experience with Genesys Cloud or similar platforms is a plus
• Bachelor's degree or equivalent experience; relevant certifications are a plus

Benefits

• Opportunity to lead and shape WFM practices in a complex, global environment
• Collaborative work with cross-functional teams including Operations, Analytics, and Technology
• Focus on continuous improvement and professional development
• Engagement with cutting-edge contact-center technology
• Involvement in crisis management and operational strategy
• Supportive culture that encourages curiosity and learning

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.