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Senior Manager, Workforce Management Consulting - Remote

Learn more about TTEC


Senior Manager, Workforce Management Consulting - Remote

Full Time
  • Responsibilities

    TTEC is seeking a seasoned Sr Manager of Workforce Management to join our Customer Managed Services team.

    We help bring technology and human connections together to deliver amazing customer experiences every time. We need you- our next director of workforce management - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!

    What you’ll be doing:

    The Senior Manager of Workforce Management will be able to work with Operations Executive Leadership (Director/Executive Director) to drive account profitability via excellent associate staffing decisions for multiple client program/projects. You are responsible for overall WFM delivery, support and execution across multiple programs/clients. This could include providing “in-house” support for a TTEC client who contracts with us for that expertise. This role supports and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations You will also provide administrative and subject matter expert support for our Workforce Management software

    What you’ll bring to us:

    • Maintain awareness of emerging industry tools. Perform period review of current TTEC tools against other tools available to ensure that TTEC continues to use cutting edge technology.
    • Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
    • Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
    • Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
    • Support sales organization by participating in meetings with prospects to explain / define TTEC's WFM platform as well as other applicable business systems utilized by the WFM groups
    • Consistent review of TTEC processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TTEC and Client
  • Qualifications

    What skills you’ll need:

    • Multiple years of experience with Workforce Management Software
    • Minimum of 4 years knowledge or experience in contact center business
    • 4 - 8 years direct MANAGEMENT experience with WFM
    • Strong understanding of TTEC’s business, core values, and goals
    • Ability to lead and partner successfully with teams, management and clients
    • Strong analytical, verbal and written communications skills
    • Ability to manage multiple, complex, on‐going tasks and projects
    • High level of integrity, judgment and follow through
    • Strong coaching, people, and leadership skills

    Who We Are:

    TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

    Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success. The director of workforce management is a key part of this team, and will impact our global operation as part of a world class team of professionals.

  • Benefits

    What We Offer:

    • Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement
    • Global career mobility, employee recognition programs, professional development
    • State of the art technology which allows for seamless global connectivity
    • Rich wellness program and health incentives

    Notice to external Recruiters and Recruitment Agencies_______: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC ._

    Employment Requirements_______: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on TTECjobs.com_

  • Industry
  • About Us

    Pull back the curtain of some of the world's most iconic brands and you'll find the people and technology of TTEC, a Customer Experience Software as a service (CXSaaS) company. We're the friendly faces and advanced technology solutions at the heart of the customer experience. Our purpose is to bring a personal touch (digital or human) to every interaction you have with your favorite brands.