- Lead, develop, train, coach, and manage a team of WFM direct reports, ensuring team accountability and strategic alignment.
- Develop, implement, and maintain advanced short, medium, and long-term forecasting models for contact volume across US and Mexico channels.
- Oversee scheduling strategies and capacity planning to ensure optimal staffing levels and adherence to service level agreements.
- Collaborate with Crisis Services Operations Leadership to assess historical performance and identify strategic improvements.
- Lead scenario planning and what-if analyses to adjust staffing models for expected and unexpected contact volume peaks.
- Manage tactical and process improvements within the WFM function.
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