Global Workforce Management Leader (Contact Center)

About the role

The Leader acts as the “air traffic controller” of an international service centre, holding full operational and disciplinary responsibility for the workforce management pipeline and intraday steering team. The primary goal is to balance customer demand with agent supply, ensuring high cost‑efficiency while consistently meeting global Service Level Agreements. This position is fully onsite in Fort Lauderdale, FL.

Key responsibilities

• Multi‑Horizon Planning: oversee end‑to‑end forecasting and capacity planning across short, mid and long‑term horizons.
• Schedule Ownership & Sign‑off: direct the agent scheduling process and approve final rosters for the US, Costa Rica and the Philippines, ensuring compliance with local labor laws.
• Tactical Intraday Command: provide real‑time steering, moving agents between lines of business, queues and countries during SLA emergencies.
• Shrinkage & Risk Management: monitor absenteeism, unplanned time off and training overhead, escalating remediation plans to the Global Operations Manager.
• Data‑Driven Reporting: deliver daily, weekly and monthly performance reviews on SLA delivery, forecast accuracy, shrinkage impact and agent occupancy.

Required profile

• 5+ years of workforce management leadership experience in multi‑site, multi‑queue environments.
• Proven ability to make rapid, high‑stakes tactical decisions to protect service level agreements.
• Strong analytical background with expertise in statistical forecasting and trend analysis.
• Assertive communicator capable of directing site managers across multiple countries.

Required skills

• Advanced hands‑on administration of Verint WFM software.
• Experience with ACD telephony systems such as Genesys, Avaya or Cisco.