Global Systems Manager, CS Workforce Management

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The Role

The Systems Manager is responsible for designing, implementing, and supporting the Global Workforce Management technology strategy and roadmap that aligns with the business goals for Customer Service. This position requires close collaboration with regional WFM teams and global stakeholders—including WFM, Operations, Finance, Tech, Engineering, and Data Science—to support the 3rd party WFM application critical for optimizing forecasting, staffing, and resource planning across our global contact centers. You will be a key partner in developing contact center strategies and best practices, implementing and supporting WFM technologies, and launching new modalities within applications that best support our vast, global agent network.

Responsibilities

• Lead a team responsible for the administration and end-to-end WFM application support strategy for our internal stakeholders and outsourced BPO partners.
• Develop and maintain a strategic roadmap for WFM applications, ensuring alignment with industry needs and business goals.
• Responsible for the integration efforts of 3rd party adjuncts into the WFM application (CRM, data warehouses, etc).
• Communicate product plans, updates, and outcomes effectively to stakeholders across the organization.
• Contribute to the development of contact center strategies with an emphasis on streamlining both operational and WFM processes to create efficiencies across our vast, global agent network.
• Promote continuous process improvement of existing WFM workflows within each region, while looking for ways to make it globally standard.
• Engage both internal and BPO WFM teams to gather insights and feedback, translating their operational needs into impactful product features.
• Own the account relationship with the 3rd party vendor, working closely with their engineering, UX design, sales, and marketing teams to define product requirements, prioritize features, and facilitate successful product launches.
• Stay informed of customer service trends, regulatory requirements, and competitive offerings to guide our WFM product decisions.

Qualifications and Competencies

• BA/BS degree or equivalent work experience in a systems/application leadership role
• 5+ years experience working in large call centers that leverage 3rd party applications
• Extensive working knowledge of Workforce Management Platforms (Calabrio, NICE IEX, Aspect WFM, Teleopti, etc) and their data structure
• Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, VBA)
• Understanding of data mining/SQL
• Strong math and PC skills
• Highly analytical
• Understanding of statistical methods and call center planning methodologies, specifically Erlang-C calculations
• Ability to gather and combine complex data from multiple sources

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.