Senior Manager, Resource Orchestration – WFM

🕒 Outubro 27

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 15 dias.
• As vagas desta empresa costumam ser preenchidas em 28 dias.
• Sem salário divulgado.

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Navan

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

✈️ Turismo

📦 Logística

💼 Consultoria

Travel • Logistics • Consulting

A Navan é uma empresa que oferece soluções completas para viagens de negócios e serviços de gestão de despesas, visando otimizar programas de viagens corporativas. Sua plataforma atende pequenas empresas e grandes corporações ao fornecer ferramentas para a gestão de reservas de viagens, cartões corporativos e despesas. A Navan aumenta a visibilidade e o controle financeiro por meio da categorização automática de despesas e relatórios, enquanto capacita os funcionários com recursos fáceis de reserva e rastreamento de despesas. A plataforma suporta integração perfeita com os sistemas financeiros existentes e enfatiza a sustentabilidade nas viagens. A Navan é confiada por milhares de empresas em todo o mundo e aumenta a produtividade através de seus insights impulsionados por IA e interface amigável ao usuário.

Descrição

• Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management. • Build short- and long-range forecasts across voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs. • Create schedules and staffing strategies balancing service goals, productivity, cost, employee experience, skills, time zones, and business priorities. • Partner with intraday management to understand real-time volumes, handle times, staffing, adherence, service levels, and backlog; inform workforce plans and escalate issues requiring crisis response. • Evaluate contact routing and CCaaS configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results. • Connect routing and WFM decisions to identify demand, skill coverage, queue performance, agent availability, routing, process, or staffing issues. • Help shape the WFM and contact-center technology roadmap, including data, forecasting, automation, and real-time signals. • Lead and develop the crisis management team responding to travel disruptions, weather events, outages, demand spikes, and other incidents. • Set crisis-management operating models, responsibilities, coverage, escalation paths, communication routines, playbooks, and scenario plans. • Lead incident response, post-event reviews, and resulting forecasting, routing, staffing, or process improvements. • Lead cross-functional projects from problem definition through requirements, milestones, risks, stakeholder alignment, implementation, and outcome measurement. • Identify root causes and prioritize improvements to customer experience, agent experience, service, and efficiency. • Build partnerships with Operations, Finance, People, Analytics, Product, and Technology; communicate WFM implications to frontline leaders and executives. • Coach, develop, and retain a high-performing WFM team while building depth across forecasting, capacity planning, scheduling, and crisis management. • Stay informed about business and contact-center changes and connect them to workforce implications.

🎯 Requisitos

• 7+ years of progressive workforce management experience in a high-volume contact center, with meaningful experience across forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics. • 3+ years leading, coaching, or developing WFM teams or other operational planning professionals. • Demonstrated ability to build forecasts and staffing plans, interpret performance data, identify risks, and recommend actions that improve service and operational outcomes. • Strong understanding of contact routing and CCaaS concepts, such as queues, skills, routing strategies, and digital channels; experience partnering on platform configuration or launches. • Experience leading cross-functional projects and delivering operational or technology changes from planning through adoption and measurement. • Sound judgment and composure in fast-moving situations, with experience supporting incident response, demand spikes, or service recovery. • Clear written, verbal, and presentation skills, including the ability to explain complex workforce topics to varied audiences. • Proficiency with WFM and contact-center systems, spreadsheets, and reporting or analytics tools. • Bachelor’s degree or equivalent practical experience. • Relevant certifications in workforce planning, project management, or continuous improvement are welcome but not required. • Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms is a plus.

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