Senior Operations Manager, Workforce Analytics

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Requirements:

• 8-10 years of experience in capacity planning or demand and supply management.
• Expert spreadsheet proficiency (e.g., Microsoft Excel / Google Sheets).
• Engineering or mathematical background for skilled manipulation of large data sets.
• Experience with WFM tools (Five9, Nice, Tymeshift, etc.).
• Excellent written, verbal, and presentation skills.
• Ability to independently manage multiple tasks in time-sensitive situations.

Responsibilities:

• Serve as a trusted advisor to leaders across the Operations organization.
• Drive operational processes surrounding key staffing decisions.
• Build relationships with cross-functional stakeholders to understand sales processes and resource demands.
• Define and manage key metrics for accurate capacity planning.
• Analyze operational workloads to inform staffing decisions.
• Synthesize forecast data into actionable insights for operational leaders.