Sr. Program Manager jobs in United States
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HotFoot Recruiters · 17 hours ago

Sr. Program Manager

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level, Lead/Staff
date8+ years exp

HotFoot Recruiters is excited to partner with a leading financial services organization to fill the position of Senior Program Manager – Workforce Management (WFM). This role will lead enterprise-wide workforce management transformation initiatives, supporting forecasting, scheduling, real-time management, reporting, and CCaaS integration while enabling long-term service model transformation.

Staffing Agency
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Responsibilities

Lead enterprise-wide Workforce Management (WFM) transformation across forecasting, scheduling, real-time management, and reporting
Drive measurable performance improvements in forecast accuracy, schedule adherence, and SLA attainment
Establish WFM governance, controls, and data quality standards
Oversee reporting, dashboards, and workforce analytics
Define and support CCaaS requirements and multi-vendor technology integration
Develop future-state workforce and headcount strategies with long-term staffing models
Lead and develop a team of 15–17 analysts and partner cross-functionally with business stakeholders
Manage program risks, priorities, and delivery through structured operating reviews

Qualification

Workforce ManagementProgram ManagementCCaaS platformsWFM toolsChange managementLean/Six SigmaStatisticsMathematicsStakeholder engagementOperations leadershipPMP certification

Required

Bachelor's degree in Statistics, Mathematics, Business, or a related technical field, or equivalent experience
8–10+ years of experience in Workforce Management, Operations leadership, or Program Management
Advanced proficiency with WFM tools and analytics platforms
Strong understanding of contact center operations and service delivery models
Proven experience leading WFM transformation and process optimization initiatives
Experience with CCaaS platforms (NICE IEX, Verint, CMS, Avaya) and technology integration
Expertise in change management, stakeholder engagement, and multi-vendor strategies
Familiarity with Lean, Six Sigma, or similar methodologies
Authorized to work in the U.S. without sponsorship

Preferred

3rd party call center experience preferred
PMP certification preferred

Company

HotFoot Recruiters

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HotFoot Recruiters offers contract, contract-to-hire, and direct placement across a variety of industries with comprehensive payroll & etc.
dateFounded in 2009
location
Phoenix, Arizona, USA
people-size11-50 employees
web-link
https://www.hotfootrecruiters.com/

Funding

Current Stage
Early Stage

Leadership Team

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Roy Palomo
President & CEO
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Company data provided by crunchbase