Principal, Workforce Management

Own and evolve workforce management strategy for CX operations, advancing demand forecasting and scenario-based capacity planning across voice, chat, email, and ticketing. Build scalable planning frameworks that incorporate both human and non-human resources, partner with operations, data science, vendors, and finance on model assumptions, and define enterprise methodology. Drive WFM excellence with AI/ML and automation, translate insights into leadership-ready recommendations, and set the standard for analytical rigor and operational readiness.