Job Requisition ID # 26WD***** Senior Manager – Workforce Management (CTS) Position overview We are hiring a Senior Workforce Management (WFM) Manager to own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally.
This role is accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance (real-time adherence / RTA), and WFM analytics.
You will lead a high-performing, inclusive team and help maintain and modernize WFM processes and technology.
You will partner closely with CTS leadership and vendor partners to deliver strong customer outcomes while optimizing the support agent experience.
You will join the CTS Business Excellence (BE) team and report to the BE leader.
The BE team includes Data