Senior Manager, Resource Orchestration – WFM

Navan

. Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.

Posted 10/27/2026full-timeRemote • Texas • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in workforce management, including demand forecasting, capacity planning, scheduling, and crisis management. Proven ability to lead teams, drive operational improvements, and effectively communicate complex concepts across various stakeholders.

Highest-signal resume keywords

Workforce Management ExperienceForecasting And Staffing PlansContact Routing And CCaaS ConceptsCross-Functional Project LeadershipCrisis Management And Incident Response

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ForecastingCapacity PlanningSchedulingWorkforce AnalyticsPerformance Data InterpretationOperational ImprovementsIncident ResponseService RecoveryData AnalysisProcess Improvement

Soft Skills

Coaching And DevelopmentClear CommunicationProblem-SolvingJudgment And ComposureStakeholder Alignment

Tools & Technologies

WFM SystemsContact-Center SystemsSpreadsheetsReporting ToolsAnalytics ToolsGenesys CloudNICEVerintCalabrio

Certifications & Qualifications

Workforce Planning CertificationProject Management CertificationContinuous Improvement Certification

Industry Keywords

High-Volume Contact CenterIntraday OperationsReal-Time PerformanceService GoalsDigital ChannelsCrisis ManagementOperational PlanningQueue PerformanceAgent Availability

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.
Build short- and long-range forecasts across voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs.
Create schedules and staffing strategies balancing service goals, productivity, cost, employee experience, skills, time zones, and business priorities.
Partner with intraday management to understand real-time volumes, handle times, staffing, adherence, service levels, and backlog; inform workforce plans and escalate issues requiring crisis response.
Evaluate contact routing and CCaaS configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results.
Connect routing and WFM decisions to identify demand, skill coverage, queue performance, agent availability, routing, process, or staffing issues.
Help shape the WFM and contact-center technology roadmap, including data, forecasting, automation, and real-time signals.
Lead and develop the crisis management team responding to travel disruptions, weather events, outages, demand spikes, and other incidents.
Set crisis-management operating models, responsibilities, coverage, escalation paths, communication routines, playbooks, and scenario plans.
Lead incident response, post-event reviews, and resulting forecasting, routing, staffing, or process improvements.
Lead cross-functional projects from problem definition through requirements, milestones, risks, stakeholder alignment, implementation, and outcome measurement.
Identify root causes and prioritize improvements to customer experience, agent experience, service, and efficiency.
Build partnerships with Operations, Finance, People, Analytics, Product, and Technology; communicate WFM implications to frontline leaders and executives.
Coach, develop, and retain a high-performing WFM team while building depth across forecasting, capacity planning, scheduling, and crisis management.
Stay informed about business and contact-center changes and connect them to workforce implications.

Requirements

What you’ll need

7+ years of progressive workforce management experience in a high-volume contact center, with meaningful experience across forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.
3+ years leading, coaching, or developing WFM teams or other operational planning professionals.
Demonstrated ability to build forecasts and staffing plans, interpret performance data, identify risks, and recommend actions that improve service and operational outcomes.
Strong understanding of contact routing and CCaaS concepts, such as queues, skills, routing strategies, and digital channels; experience partnering on platform configuration or launches.
Experience leading cross-functional projects and delivering operational or technology changes from planning through adoption and measurement.
Sound judgment and composure in fast-moving situations, with experience supporting incident response, demand spikes, or service recovery.
Clear written, verbal, and presentation skills, including the ability to explain complex workforce topics to varied audiences.
Proficiency with WFM and contact-center systems, spreadsheets, and reporting or analytics tools.
Bachelor’s degree or equivalent practical experience.
Relevant certifications in workforce planning, project management, or continuous improvement are welcome but not required.
Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms is a plus.