Senior Workforce Management Lead

Stellantis Financial Services US; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Stellantis Financial Services, the captive finance arm for Stellantis, seeks a Manager, Workforce Management to lead forecasting, capacity planning, and scheduling across servicing teams. You will guide staffing strategies that align with customer demand and business priorities, while driving efficiency and service excellence through data-driven decisions.

The role requires cross-functional collaboration, strong leadership, and expertise in WFM technologies (Genesys Cloud) within a hybrid

Qualifications

• Minimum five years in workforce management, forecasting, or contact center operations.
• Two+ years of leadership or people management experience.
• Experience building staffing models and capacity plans in multi-channel environments.
• Advanced knowledge of WFM principles, scheduling, service levels, and real-time support.
• Experience analyzing data to drive strategic staffing decisions.
• Proficiency with WFM technologies and Excel for forecasting and reporting.

Responsibilities

• Lead development and execution of workforce strategies and staffing plans.
• Oversee scheduling, real-time operations, and performance monitoring.
• Analyze trends and metrics to identify risks and opportunities.
• Manage outbound workforce planning and dialer strategies.
• Collaborate with leaders to balance customer experience with efficiency.
• Translate data into actionable insights for executives.
• Oversee WFM tech and tool optimization (Genesys Cloud).
• Coach and develop WFM team members and drive improvement.

Skills

Workforce management

Forecasting

Staffing models

Data analytics

Excel

Genesys Cloud

Leadership

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Tools

Genesys Cloud

Excel

Job description

Stellantis Financial Services, the captive finance arm for Stellantis, seeks a Manager, Workforce Management to lead forecasting, capacity planning, and scheduling across servicing teams. You will guide staffing strategies that align with customer demand and business priorities, while driving efficiency and service excellence through data-driven decisions.

The role requires cross-functional collaboration, strong leadership, and expertise in WFM technologies (Genesys Cloud) within a hybrid