Senior Manager, Global Workforce Management
New
C
ChimeFintech
#LI-RemoteFull-TimeManager
Salary$170,000.00 and up to $235,000.00
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Job Details
- Experience
- 7+ years of workforce management experience; 3+ years of people leadership experience
- Required Skills
- Artificial Intelligence
Requirements
- 7+ years of workforce management experience supporting large-scale customer operations environments.
- 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
- Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
- Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders.
- Experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business performance.
- Passion for leveraging AI, automation, predictive analytics, and workforce technologies.
- Bachelor's degree or equivalent practical experience.
Responsibilities
- Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
- Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
- Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
- Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
- Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
- Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
- Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
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