Sr. Manager Workforce Management

University of Phoenix
Job Family
Virtual Eligible
Requisition ID
Position Type


Under general direction, this position is responsible for all aspects of the development and implementation of enterprise and contact center specific initiatives and provides a single point of contact for those deployments. The Sr. Manager provides direction and leadership support for the Workforce Management team.


  • Understands and aligns team objectives with the strategic direction of the department and business
  • Sets clear expectations of staff to meet strategic goals and be able to measure the success and guides staff positioning
  • Manages Workforce Management costs, budget allocation, and contribution to chargeback models and plans capacity planning and forecast demand models
  • Maintains high visibility to key stakeholders (internal/external business partners)
  • Implementation of contact center-centric technologies
  • Works directly with quality assurance to identify gaps and needs to improve workforce management processes
  • Responsible for working with integration services to support any modifications to intraday management
  • Manages vendor relationships as needed
  • Maintains and increase professional and technical knowledge and currency by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Direct supervisory responsibility over workforce management staff
  • Performs other duties as assigned or apparent 


Basic Qualifications:

  • Bachelor’s degree in Technology, Business or related field, required
  • Three to five years of experience in managing a workforce management team
  • Experience with call center intraday management technologies and processes required

Additional Qualifications:

  • Experience distributing tailored communication to diverse audiences
  • Experience with KCS (Knowledge Centered Support) methodology, preferred
  • Experience with Agile management principles
  • Master’s degree, preferred


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