We are seeking a hands-on Workforce Planning professional to support a growing sales and service contact center environment. This individual will own workforce management functions end-to-end including forecasting, capacity planning, scheduling, and real-time operations.

Responsibilities:

• Manage forecasting, staffing models, scheduling, and intraday adjustments
• Monitor SLAs, queue performance, and staffing needs in real time
• Partner with operations leadership to optimize service levels and sales performance
• Build and improve workforce planning processes, reporting, and operational efficiencies
• Provide insights around staffing risks, productivity, and performance trends

Qualifications:

• 5+ years of Workforce Management experience in a contact center, insurance, or sales-driven environment
• Verint experience strongly preferred
• Experience with forecas...