Senior Workforce Management Program Manager jobs in United States
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SBS Creatix · 10 hours ago

Senior Workforce Management Program Manager

positionGreater St. Louis
timeContract
remoteOnsite
senioritySenior Level, Lead/Staff
date8+ years exp

SBS Creatix is seeking a senior-level Workforce Management Program Manager with deep NICE IEX experience to lead the redesign and modernization of contact center workforce practices. The role involves operational leadership, governance, reporting, technology integration, strategic planning, and team leadership to enhance forecasting, scheduling, and performance metrics in a multi-vendor environment.

Information ServicesInformation TechnologyRecruiting
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Growth OpportunitiesbadNo H1BnoteU.S. Citizen Onlynote
Hiring Manager
Toni Saenz
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Responsibilities

Lead end-to-end redesign of WFM processes including forecasting, scheduling, real-time management, and reporting
Identify and implement prioritized improvements to increase forecast accuracy, reduce schedule variance, and improve SLA performance
Establish operating rhythms, weekly reviews, and continuous-improvement backlogs
Design and operationalize WFM governance, including data quality controls, adherence monitoring, and exception management
Define standards for process consistency and accountability
Rationalize existing reporting and develop automated dashboards for key performance metrics
Establish data governance standards including sources, ownership, and refresh cadence
Define CCaaS requirements aligned to WFM outcomes (routing, skills, queues, IVR, workforce data)
Support multi-vendor contact center environments and lead CCaaS platform transitions
Drive change management, training, and adoption for NICE IEX and related WFM tools
Design future-state headcount strategies aligned with transformation goals
Build and maintain long-range staffing models and governance for ongoing adjustments
Lead and develop a team of approximately 15 workforce analysts, including real-time and scheduling analysts
Set clear expectations, coach performance, and build a culture of accountability and continuous improvement
Partner cross-functionally with operations, technology, and leadership teams

Qualification

NICE IEXWFM analytics platformsForecastingSchedulingReal-time managementCCaaS integrationWFM transformationProcess optimizationStakeholder engagementLean methodologySix SigmaCommunication skillsFacilitation skills

Required

8–10+ years of experience in Workforce Management or contact center operations leadership
Hands-on expertise with NICE IEX and WFM analytics platforms
Deep knowledge of forecasting, scheduling, and real-time management practices
Experience supporting CCaaS environments and WFM technology integration
Proven track record of WFM transformation, process optimization, and change leadership
Strong communication, facilitation, and stakeholder engagement skills
Bachelor's degree in a technical or quantitative field, or equivalent experience
Prior leadership and/or program management experience required

Preferred

Experience leading WFM teams in large, complex contact center environments
Familiarity with Lean, Six Sigma, or similar process-improvement methodologies
Background in regulated or large-scale service operations

Company

SBS Creatix

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SBS Creatix is a St. Louis based information technology service provider specialized in staff augmentation and direct placement recruiting.
dateFounded in 2003
location
St Louis, Missouri, USA
people-size51-200 employees
web-link
https://www.sbscreatix.com

Funding

Current Stage
Growth Stage

Leadership Team

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Mitch Clem
Senior Account Manager/Principal Consultant/Partner, PMP, CSM
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Company data provided by crunchbase