CX Workforce Management Manager - Melio

📋 Description

• Lead end-to-end WFM for global CX teams
• Forecast multi-channel demand and capacity planning
• Oversee scheduling and real-time execution
• Develop analytics and dashboards for KPI tracking
• Partner with Ops, Finance and People teams

🎯 Requirements

• 7+ years WFM in high-volume CX/CC environment
• Leadership experience managing WFM teams
• Proficient with enterprise WFM platforms (Nice CXone, Verint, Assembled)
• CRM/CCaaS familiarity (Zendesk, Salesforce, Talkdesk)
• Bachelor’s in Business/Data Analytics/Statistics or equivalent

🎁 Benefits

• Competitive salary and comprehensive benefits
• Growth opportunities in a fast-paced, data-driven environment
• Hybrid work arrangement with global collaboration