Job Description
The Workforce Management (WFM) Lead is responsible for designing, governing, and operating the
enterprise WFM model supporting a large-scale, highly regulated pharma contact center environment.
This role ensures accurate forecasting, efficient staffing, and real-time performance control across 2,300+
agents and 100+ Lines of Business (LOBs), while protecting service levels, cost efficiency, and regulatory
obligations.
Key Responsibilities
Enterprise WFM Ownership: Own end-to-end WFM including forecasting, capacity planning, scheduling,
intraday management, and reporting. Operate a centralized WFM Center of Excellence with embedded
LOB support teams. Establish and enforce enterprise WFM standards and governance.
Genesys Platform Transition & Ownership: Lead transition to the Genesys platform including planning,
data migration, validation, cutover, and post-go-live stabilization. Partner with IT, Telecom, and
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