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The Workforce Management Manager will optimize contact center operations by managing relationships with BPO WFM teams and enhancing workforce management strategies. Responsibilities include metric reporting, developing forecasting and scheduling models, monitoring contact volume, and driving continuous improvement in workforce management processes.

As a Workforce Management Manager, you will optimize contact center operations by managing BPO WFM team relationships, developing reporting metrics, and creating forecasting and scheduling models. You will ensure staffing aligns with service levels and continuously improve workforce management strategies.

The OKB Lead will oversee the development and management of the knowledge base for call center agents at Super.com. Responsibilities include creating and maintaining operational documentation, collaborating with multiple teams to enhance processes, and supporting agent training and continuous improvement initiatives to ensure high levels of customer satisfaction.