WFM Lead: Real-Time Planning & Optimization

A global services company is seeking a Workforce Management Manager with over 5 years of experience, including at least 3 years in a managerial role. The ideal candidate will have expertise in managing workforce-related processes and tools, including AVAYA CMS and Verint. Responsibilities include tracking call volumes, reporting metrics, and making strategic recommendations. Strong analytical and communication skills are essential, with an openness to work various shifts, particularly graveyard shifts.
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