Senior Program Manager – WFM

Jobtailor

Kansas

On-site

USD 90,000 - 120,000

Full time

4 days ago

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Job summary

Jobtailor seeks a Senior Workforce Management professional to lead cross-functional WFM initiatives from discovery through implementation and continuous improvement. You will collaborate with data, BI, and IT teams to advance reporting, automation, and decision-support across Power BI, SharePoint, and Verint.

Responsibilities include translating business needs into technical requirements, shaping the next generation of WFM for Global Care, and guiding ramp strategy and intraday productivity.

Qualifications

Bachelor's degree or higher with related experience.
4–7 years in programs, analytics, or related area; 2–4 years in supervision.
Strong SQL querying, data transformation, and validation.
Power BI dashboards, data models, and backend reporting experience.
Workflow automation using Power Automate, Power Apps, VBA, or similar.
Experience with Snowflake/Databricks and enterprise data platforms.

Responsibilities

Lead cross-functional WFM initiatives from discovery to implementation and improvement.
Partner with data, BI, and IT teams to enhance BI, automation, and workflows.
Develop reporting and decision-support to reduce manual data pulls.
Analyze data to identify trends, risks, and opportunities for workforce planning.
Design scalable solutions using workflow automation and AI-enabled tools.
Ensure health and adoption of WFM reporting and data solutions.
Translate business needs into technical requirements for teams and leadership.
Manage program changes, dependencies, risks, and vendor relationships.
Shape next-gen WFM for Global Care with focus on data and automation.
Influence ramp strategy, OT reporting, shrinkage guidance, and intraday productivity.

Skills

SQL

Power BI

Workflow Automation

Relational Databases

Workforce Management

Education

Bachelor's Degree

Advanced degree

Tools

Snowflake

Databricks

SharePoint

Verint

Microsoft Project

Workfront

Job description

Lead complex, cross-functional WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement
Partner with data, reporting, and IT teams to improve WFM business intelligence, automation, and workflow capabilities across Power BI, SharePoint, and Verint
Develop and support reporting and decision-support solutions that reduce reliance on manual data pulls, recurring report creation, and senior-level intervention
Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations for workforce planning decisions
Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other enterprise technologies
Support the health, accuracy, adoption, and continuous improvement of WFM reporting, data, and automation solutions
Translate business needs into technical requirements and communicate complex data, findings, risks, and recommendations to technical teams, business partners, and leadership
Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships for timely delivery
Shape the next generation of Workforce Management for Global Care, emphasizing data, reporting, and automation
Influence ramp strategy, OT target-hour reporting, shrinkage guidance, and intraday productivity

Requirements

Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
Acceptable areas of study include Business, Finance, Economics, Sales, or related field
4–7 years of experience in organizational programs, project management, analytics, systems, or related area
2–4 years of supervisory or program-management experience
Strongly preferred: hands-on SQL experience querying, transforming, validating, and troubleshooting data
Strongly preferred: Power BI experience building data models, dashboards, visualizations, and back-end reporting solutions
Strongly preferred: workflow automation experience using Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies
Strongly preferred: relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake or Databricks
Preferred: SharePoint-based solution design
Preferred: Verint or other Workforce Management platform experience
Preferred: Workforce Management, contact-center operations, or workforce analytics experience
Preferred: APIs, integrations, UAT, and production implementation
Preferred: AI-enabled tools supporting automation, analytics, and decision support
Preferred: Microsoft Project, Workfront, Airtable, or comparable project/work-management tools
Demonstrated ability to lead complex initiatives across multiple teams and stakeholders
Ability to interpret operational and reporting data and translate findings into business recommendations
Ability to translate between business and technical audiences
Ability to understand how data, technology, processes, people, and business decisions interact and design scalable solutions
Experience gathering requirements, defining business needs, partnering with technical teams, and translating data into actionable recommendations
Experience managing or supporting program budgets and investment decisions
At least 18 years of age
Legally authorized to work in the United States

Core Competencies

Demonstrates expertise in Workforce Management initiatives, focusing on data analysis, reporting, and automation solutions. Proficient in translating business needs into technical requirements while managing cross-functional partnerships and program changes.

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