Senior Manager, Workforce Intelligence
Iron Mountain
Posted: 10/21/2026
Talent Engagement Manager
PAM Health
Posted: 10/21/2026
General Manager
Epika Fleet Services
Posted: 10/21/2026
Field Services Manager
Sleep Number Corporation
Posted: 10/21/2026
Senior Provider Network Manager
Elevance Health
Posted: 10/21/2026Provider Network Manager
Elevance Health
Posted: 10/21/2026
Operational Support Manager
Robert Half
Posted: 10/21/2026
Claims Automotive Team Manager – Casualty
AAA
Posted: 10/21/2026
Retail Store Manager
AT&T
Posted: 10/21/2026Retail Store Manager
AT&T
Posted: 10/21/2026
Vendor Business Manager III
TD SYNNEX
Posted: 10/21/2026
Credit Risk Manager
Bank of America
Posted: 10/21/2026
Assistant Store Manager
Softcard (acquired by Google)
Posted: 10/21/2026
IT Service Delivery Manager
Guild Mortgage
Posted: 10/21/2026Cloud
Planner/Scheduler, Maximo Manager
Jones Lang LaSalle Americas, Inc.
Posted: 10/21/2026
Area Business Manager, Integrated Medicine
Pfizer
Posted: 10/21/2026
Transition Manager
General Dynamics Information Technology
Posted: 10/21/2026CloudCyber SecurityPMP
Senior Product Proposition Manager
Global Payments Inc.
Posted: 10/21/2026
Channel Manager, West
Infinidat
Posted: 10/21/2026CloudCyber Security
Senior Manager, Innovation
Onnit
Posted: 10/21/2026Senior Manager, Workforce Intelligence
Iron MountainCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management and Customer Experience performance, with a strong focus on data-driven insights, root-cause analysis, and executive communication. Proven ability to lead cross-functional teams and drive performance improvements through effective reporting and governance.
Highest-signal resume keywords
Workforce ManagementCustomer Experience MetricsData-Driven InsightExecutive ReportingPerformance Automation
About the role
Key responsibilities & impact- Establish and lead the enterprise Workforce Intelligence strategy and operating model across Customer Excellence.
- Integrate workforce, service, operational, customer, and quality performance measures into a coherent view.
- Define common performance frameworks, reporting standards, and governance across regions and functions.
- Lead quality performance monitoring, reporting, and trend analysis.
- Connect quality results with workforce, customer, and operational performance to identify root causes.
- Collaborate with Operations, Training, and Workforce Management to drive targeted improvements.
- Develop executive-ready performance reporting communicating business impacts and recommendations.
- Establish action-governance routines ensuring performance gaps have clear ownership, accountability, and follow-through.
- Identify opportunities to automate recurring reporting and leverage modern BI and AI capabilities for insight generation.
- Lead and mentor a globally distributed team in business storytelling, root-cause methodology, and executive communication.
- Partner with Workforce Management, regional Operations, Finance, HR, Training, and Technology to align performance intelligence with operational decision-making.
Requirements
What you’ll need- 8+ years of progressive experience in Workforce Management, Customer Experience performance, contact center operations, Quality, or operational insights, including direct leadership responsibility.
- Strong expertise in CX & WFM metrics, including service level, ASA, handle time, forecast accuracy, staffing, productivity, shrinkage, schedule adherence, quality, and customer experience indicators.
- Proven ability in data-driven insight and root-cause analysis, translating complex performance signals into business implications, executive reporting, and executable action plans.
- Experience with enterprise Workforce Management platforms (Verint preferred) and modern reporting/BI tools.
- Track record of driving reporting automation initiatives.
- Excellent written and verbal communication skills to synthesize complex information for senior leadership.
- Proven cross-functional stakeholder management capabilities.
- Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Finance, or a related field.
- Advanced degree is preferred.
Benefits
Comp & perks- Competitive Compensation: Salary details and benefits aligned with experience and industry standards.
- Flexible Work Options: Remote/hybrid options supporting work-life balance (role involves up to 20% travel).
- Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plans.
- Paid Time Off: Generous paid time off and paid holiday schedule.
- Professional Growth: Continuous learning opportunities and capability development within a global leader.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CX MetricsWFM MetricsRoot-Cause AnalysisPerformance ReportingForecast AccuracyQuality Performance MonitoringTrend AnalysisAction-Governance RoutinesBusiness StorytellingPerformance Frameworks
Soft Skills
Excellent CommunicationStakeholder ManagementMentoringCollaborationAccountability
Tools & Technologies
VerintBusiness Intelligence ToolsReporting Automation ToolsAI Capabilities
Industry Keywords
Customer ExcellenceContact Center OperationsOperational InsightsQuality PerformanceService Level