Senior Manager Workforce Intelligence

Role overview Lead workforce intelligence for a customer experience organization, turning workforce, service, operational, customer, and quality data into a consistent view of performance. You’ll help senior leaders understand what is driving results and guide teams toward specific, accountable improvements.

Responsibilities - Set the workforce intelligence strategy and operating model across customer experience teams. - Establish shared performance frameworks, reporting standards, and governance across functions and regions. - Lead quality monitoring and trend analysis, connecting results with workforce, customer, and operational measures to identify root causes. - Produce executive reporting that explains business impacts and recommends actions; set routines to assign owners and track follow-through. - Find opportunities to automate recurring reports and apply business intelligence or AI capabilities to insight generation. - Lead and develop a distributed team in analysis, business storytelling, root-cause methods, and executive communication. - Partner with workforce management, operations, finance, HR, training, and technology teams to inform decisions.

Requirements - At least eight years of experience in workforce management, customer experience performance, contact center operations, quality, or operational insights, including leadership responsibility. - Strong command of customer experience and workforce metrics such as service level, speed of answer, handle time, forecast accuracy, staffing, productivity, shrinkage, adherence, quality, and customer indicators. - Proven ability to turn complex performance data into clear business implications, executive reporting, and practical action plans. - Experience with enterprise workforce management platforms and modern reporting or business intelligence tools; a record of improving reporting automation. - Strong communication, executive presentation, and cross-functional leadership skills. - Bachelor’s degree in a relevant field; an advanced degree is preferred.

Benefits and work setup Remote or hybrid options are available, with travel of up to 20%. The source also describes healthcare, retirement plans, paid time off, holidays, and professional development.