Role Summary
Sr. Manager, WFM Tools and Governance is responsible for establishing the standards, controls, and technology foundation for Workforce Management. This role ensures consistent WFM practices across lines of business and advances the tools, automation, and AI capabilities required to support forecasting, capacity planning, real-time management, and workforce optimization.
The role serves as the primary owner for WFM governance, including standard operating procedures, planning standards, audits, skills and FTE governance, escalation protocols, and tool-change controls. The Sr. Manager will partner with WFM leaders, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology teams to strengthen operating rigor while simplifying and modernizing the WFM environment.
Key Areas of Accountability
•Establishing and maintaining WFM governance, standard operating procedures, planning standards, and decision rights
•Leading WFM audits, control reviews, remediation tracking, and continuous improvement
•Governing the skills matrix, FTE directory, queue and skill inventory, and escalation procedures
•Owning the WFM tools strategy, roadmap, work-intake process, and change governance
•Enabling responsible AI and automation integration with appropriate human oversight and operational controls
The Sr. Manager will collaborate regularly with senior WFM, Operations, Technology, Product, and Reporting and Insights leaders to align governance and technology priorities with business needs. This role reports to the Sr. Director, Workforce Management.
Key Responsibilities
•Create, maintain, and govern WFM standard operating procedures, planning standards, authority matrices, and escalation protocols.
•Establish audit and control routines that measure adherence to WFM standards; identify gaps and drive remediation to closure.
•Own governance of the WFM skills matrix, FTE directory, and queue and skill inventory to improve accuracy, consistency, and operational flexibility.
•Lead the WFM tools strategy and roadmap, balancing operational priorities, platform capabilities, risk, and scalability.
•Manage WFM work intake, prioritization, requirements, testing, approval, implementation, and change communication.
•Partner with Technology and Operations to simplify platform configurations, eliminate unnecessary complexity, and strengthen production controls.
•Guide the integration of AI and automation into WFM workflows, including appropriate human oversight, monitoring, exception handling, and performance measurement.
•Provide thought leadership and strategic guidance to ensure WFM teams have the tools, standards, processes, and controls required to deliver operational results.
•Build strong partnerships across WFM Planning, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology.
•Develop and report measures of governance effectiveness, tool adoption, control performance, and realized business value.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
•8 or more years of work experience with a Bachelor's Degree or at least 6 years of work experience with an Advanced Degree (e.g., Masters or MBA).
•Experience in Workforce Management, workforce technology, operations governance, or a related discipline.
•Demonstrated knowledge of forecasting, capacity planning, scheduling, skills management, real-time management, and workforce optimization.
•Experience developing governance frameworks, operating standards, controls, audits, or technology change processes.
•Significant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud.
•Proven ability to lead cross-functional initiatives involving Operations, WFM, Technology, and senior stakeholders.
•Strong analytical, problem-solving, communication, and change leadership skills.
Preferred Qualifications
•10 or more years of experience with a Bachelor's Degree or 8 or more years of experience with an Advanced Degree.
•Experience supporting large, global contact center or client service operations.
•Experience with enterprise WFM platforms, workforce optimization tools, routing and skills configuration, or cloud-based workforce technologies.
•Experience implementing AI, automation, decision-support, or workflow capabilities in an operational environment.
•Demonstrated ability to simplify complex processes, establish scalable controls, and influence senior leaders without direct authority.
•Proven record of leading transformation initiatives and delivering measurable improvements in efficiency, risk management, or operational performance.
