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Melio is seeking a strategic CX Workforce Management Manager to lead global customer experience workforce operations. This is a hands-on leadership role responsible for end-to-end WFM functions across omni-channel contact center operations.
Key responsibilities include:
**Strategic Forecasting & Capacity Planning**: Develop and maintain multi-channel forecasting models (voice, email, chat, messaging, AI/bot handoffs) using historical data, product roadmaps, and seasonal trends. Build 12-18 month rolling capacity models to guide hiring, onboarding, and budget planning in partnership with Finance and Talent Acquisition. Conduct scenario modeling and risk analysis for business changes and product launches.
**Scheduling & Real-Time Execution**: Oversee agent schedule creation and optimization ensuring coverage against demand while respecting staff preferences and local labor laws. Lead Real-Time Analysts to manage intra-day performance, shrinkage, adherence, and queue dynamics. Establish processes for PTO management, training allocation, and overtime deployment.
**Analytics & Continuous Improvement**: Design executive-level WFM dashboards tracking KPI variances (Forecast vs. Actuals, Occupancy, Adherence, Cost per Contact, SLA attainment). Identify operational bottlenecks and automation opportunities. Own selection and optimization of enterprise WFM technology platforms.
**People Management**: Directly manage and mentor a team of WFM Analysts, Data Analysts, and Real-Time Coordinators. Establish team KPIs, operational standards, and career development pathways. Conduct regular 1:1s, performance evaluations, and skill-building sessions.
Success means delivering high forecasting accuracy (±5% variance) across channels while optimizing occupancy and labor spend. Unify internal and outsourced BPO operations through SLA governance and automated workflows. Cultivate a high-performing WFM team while maintaining service levels and operational profitability.
Required: 7+ years dedicated WFM experience in high-volume omni-channel CX/contact center environments, with 3+ years in senior manager/leadership role directly managing WFM teams. Advanced proficiency with enterprise WFM platforms (Nice CXone, Verint, Assembled) and CRM/CCaaS tools (Zendesk, Salesforce, Talkdesk). Bachelor's degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred. Proven track record hiring, developing, and retaining high-performing WFM and analytical talent.
