Workforce Management Lead

About the role

The Workforce Management (WFM) Lead is responsible for designing, governing, and operating the enterprise WFM model supporting a large-scale, highly regulated pharma contact center environment. This role ensures accurate forecasting, efficient staffing, and real-time performance control across 2,300+ agents and 100+ Lines of Business (LOBs), while protecting service levels, cost efficiency, and regulatory obligations.

Key responsibilities

• Own end-to-end WFM including forecasting, capacity planning, scheduling, intraday management, and reporting
• Operate a centralized WFM Center of Excellence with embedded LOB support teams
• Establish and enforce enterprise WFM standards and governance
• Lead transition to the Genesys platform including planning, data migration, validation, cutover, and post-go-live stabilization
• Partner with IT, Telecom, and Operations to align routing, skills, and WFM configuration while maintaining service levels and compliance
• Build and maintain multi-skill, multi-channel, interval-level forecasts across clustered LOB families using Genesys WFM
• Design schedules, shift templates, and skill-based staffing models within Genesys WFM
• Lead centralized intraday operations using Genesys real-time tools
• Act as primary WFM partner to Operations, Program Management, Training, QA, and Compliance
• Own WFM KPIs including forecast accuracy, adherence, occupancy, and service levels

About you

• 3-4+ years of WFM leadership in large, complex contact center environments
• Hands-on experience transitioning WFM and operations to the Genesys platform, with advanced expertise in Genesys WFM forecasting, scheduling, intraday management, and reporting
• Proven experience supporting multi-LOB, multi-skill, regulated operations (pharma, healthcare, insurance, or financial services)
• Strong analytical and executive communication skills