Senior Manager, Resource Orchestration (WFM)

What you'll do

• Own WFM practices across forecasting, capacity planning, hiring inputs, scheduling, intraday operations, and crisis management.
• Lead and develop WFM and crisis-management teams; coordinate cross-functional incident response and post-event reviews.
• Partner on routing and contact-center technology changes and lead projects to improve service, customer and agent experience, and efficiency.

What they ask for

• 7+ years of progressive workforce management experience in a high-volume contact center across forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.
• 3+ years leading, coaching, or developing WFM teams or operational planning professionals.
• Strong understanding of contact routing and CCaaS concepts, with experience partnering on platform configuration or launches.
• Experience delivering cross-functional operational or technology projects from planning through adoption and measurement.

Nice to have

• Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms.
• Relevant certifications in workforce planning, project management, or continuous improvement.

Tools

Genesys Cloud, NICE, Verint, Calabrio, CCaaS

AI focus

The role works in an AI-powered Resource Orchestration Center and improves how automation and real-time signals support WFM decisions. Navan also uses Metaview, an AI-assisted tool to evaluate resumes; human recruiters and hiring managers make final decisions.