Job Description

As the Lead WFM, you will be responsible for overseeing and optimizing the forecasting, capacity planning, and cost management activities to ensure efficient and effective operations. This role requires a strong background in vendor management and experience in e-commerce contact center operations. You will collaborate with cross-functional teams to drive operational excellence, improve customer experience, and achieve cost targets.

Key Responsibilities:

1. Forecasting and Demand Planning:
● Develop and maintain accurate demand forecasts for the contact center, considering seasonal patterns,
promotions, and other relevant factors.
● Collaborate with Sales, Marketing, SCM, Finance and Product teams to gather strategies/insights forecasting
improvements.
● Monitor and analyze forecast accuracy, making adjustments as necessary to optimize staffing levels and resource
allocation.

2. Capacity Planning:
● Assess and analyze contact center long term and short-term capacity requirements to ensure optimal utilization of
resources.
● Develop and maintain capacity models to identify gaps and recommend strategies for capacity adjustments.

3. Cost Management:
● Monitor and analyze contact center costs, including FTE, technology, Vendor expenses & REW expenses.
● Identify cost-saving opportunities through process improvements, automation, and vendor management strategies.
● Develop and implement cost control measures to achieve budget targets without compromising customer
experience.

4. Vendor Management:
● Manage relationships with contact center vendors, including contract negotiations & executions, performance
evaluations, and issue resolution.
● Collaborate with Procurement and Legal teams to ensure vendor compliance and adherence to agreements.
● Continuously evaluate vendor performance and identify opportunities to optimize service quality and
cost-effectiveness.

5. Performance Analysis and Reporting:
● Develop and maintain performance metrics and dashboards to monitor and report on key operational and financial
indicators
● Analyze data to identify trends, patterns, and opportunities for improvement
● Present findings and recommendations to senior leadership, driving data-driven decision-making

Qualifications and Experience:
● Bachelor's degree in Business, Operations Management, or a related field. Advanced degree preferred.
● Proven experience (8+ years) in forecasting, capacity planning, and cost management, preferably in an e-commerce or
customer contact center environment.
● Strong knowledge and understanding of contact center operations, including workforce management, customer service
metrics, and quality assurance.
● Demonstrated experience in vendor management, contract negotiations, and performance evaluation.
● Proficiency in data analysis and forecasting techniques, using tools such as Excel, SQL, or other statistical software.
● Excellent analytical, problem-solving, and decision-making skills.
● Strong communication and presentation skills, with the ability to influence stakeholders at various levels.
● Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

This job description is intended to convey information essential to understanding the scope of the position. It is not exhaustive and may be modified or adapted as business needs evolve.