Sr. Program Manager
HotFoot Recruiters is excited to partner with a leading financial services organization to fill the position of Senior Program Manager – Workforce Management (WFM). This role will lead enterprise-wide workforce management transformation initiatives, supporting forecasting, scheduling, real-time management, reporting, and CCaaS integration while enabling long-term service model transformation.
Overview
Title: Senior Program Manager Type: Full-Time | Contract Location: Remote Work Hours: Business hours, 8:00 AM – 5:00 PM CST Pay Rate: DOE Responsibilities Lead enterprise-wide Workforce Management (WFM) transformation across forecasting, scheduling, real-time management, and reporting. Drive measurable performance improvements in forecast accuracy, schedule adherence, and SLA attainment. Establish WFM governance, controls, and data quality standards. Oversee reporting, dashboards, and workforce analytics. Define and support CCaaS requirements and multi-vendor technology integration. Develop future-state workforce and headcount strategies with long-term staffing models. Lead and develop a team of 15–17 analysts and partner cross-functionally with business stakeholders. Manage program risks, priorities, and delivery through structured operating reviews.
Qualifications
Bachelor’s degree in Statistics, Mathematics, Business, or a related technical field, or equivalent experience. 8–10+ years of experience in Workforce Management, Operations leadership, or Program Management. Advanced proficiency with WFM tools and analytics platforms. Strong understanding of contact center operations and service delivery models. Proven experience leading WFM transformation and process optimization initiatives. Experience with CCaaS platforms (NICE IEX, Verint, CMS, Avaya) and technology integration. Expertise in change management, stakeholder engagement, and multi-vendor strategies. Familiarity with Lean, Six Sigma, or similar methodologies. 3rd party call center experience preferred. PMP certification preferred. Authorized to work in the U.S. without sponsorship. #J-18808-Ljbffr Experience: 8 years required