PEG Staffing & Recruiting · 19 hours ago
Workforce Management Program Manager
United States
Contract
Remote
Senior Level, Lead/Staff
$90/hr - $116/hr
8+ years expPEG Staffing & Recruiting is a certified woman-owned full-service staffing agency headquartered in St. Louis, Missouri. They are seeking an experienced Workforce Management leader to drive a large-scale transformation within a financial client's contact center, focusing on workforce planning, scheduling, and performance management.
ConsultingHuman Resources
Hiring Manager
Briana Haney
Responsibilities
Redesign and modernize workforce planning, forecasting, scheduling, and real-time performance practices
Deliver measurable improvements in service levels, staffing efficiency, and operational predictability
Create a sustainable operating cadence with clear priorities, performance tracking, and continuous optimization
Establish clear standards for data integrity, schedule adherence, and exception management
Build governance frameworks that balance operational control with flexibility in a dynamic environment
Transform reporting into actionable insight through streamlined metrics and automated dashboards
Own key performance indicators across service level attainment, forecast accuracy, productivity, shrinkage, and staffing health
Define ownership, cadence, and accountability for workforce-related data
Partner with technology and operations teams to translate workforce needs into CCaaS capabilities
Support a multi-platform contact center environment and lead workforce enablement for new vendor rollouts
Drive adoption through thoughtful change management, training, and post-launch stabilization
Design workforce strategies that support a future-state operating model
Build 12–24 month staffing scenarios aligned to business growth, transformation goals, and vendor diversification
Establish governance to ensure workforce plans remain agile and relevant
Lead, mentor, and inspire a team of workforce professionals (~15 team members)
Set clear expectations, elevate capability, and foster a culture of accountability and continuous improvement
Qualification
Required
Extensive experience leading Workforce Management in complex, service-driven environments
Advanced expertise in forecasting, scheduling, real-time management, and workforce analytics
Hands-on experience with WFM and CCaaS platforms (e.g., NICE IEX, Verint, Avaya, CMS)
Proven success leading transformation initiatives and influencing change across stakeholders
Strong leadership presence with the ability to develop teams and drive results
Comfort operating in multi-vendor, evolving technology landscapes
Exceptional communication skills with the ability to translate data into decisions
Bachelor's degree in a quantitative, technical, or analytical field (or equivalent experience)
Prior leadership and project management experience required
8+ years of experience in Workforce Management, Operations, or related leadership roles
Preferred
Experience applying Lean, Six Sigma, or similar methodologies is a plus
Benefits
Medical
Vision
Dental
Company
PEG Staffing & Recruiting
PEG is a woman-owned, international staffing and recruiting agency based in St.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase