Requirements
- 8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE).
- Demonstrated experience running WFM across multiple sites and multiple vendors/BPOs simultaneously.
- Strong command of WFM fundamentals: Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management.
- Track record of partnering with Finance to tie capacity models to budget and P&L outcomes.
- Experience working across lines of business with different service profiles (e.g., transactional Risk work alongside conversational CS and Sales).
- Strong analytical skills; proficient in SQL and comfortable building models and dashboards from raw data.
- Proven ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data.
Nice to Have
- Hands-on experience with Assembled (strongly preferred), or comparable modern WFM platforms.
- Experience in fintech, banking, or regulated operations environments.
- Experience designing pooling and cross-skilling strategies in a multi-LOB contact center.
- Background that includes both internal operations WFM and external BPO oversight.
- Startup or high-growth environment experience; comfort building from a blank page.
- Program management experience working cross-functionally with Finance, Product, and Risk leadership.
Benefits
- base salary
- equity (stock options)
- benefits
Team
Structure: Vendor Strategy function
Additional Information
- We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024.
