Full TimeLouisville, KentuckyPosted 10/19/2026Areas of interest: Customer Operations, IT Management/Project ManagementRequisition Number: 2026-85233CWF600
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Sr Mgr, Workforce Management is responsible for managing the local workforce management teams and to ensure the forecasted plan is being executed successfully. Developing and communicating consistent workforce management processes and procedures to all levels of the organization.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Execute the forecasted plan with precision.
WFM Liaison with all levels of Call Center Leadership.
Manages and provide strategic direction to local WFM teams.
Manages process consistency across all local workforce management organizations.
Manages and contributes to routing and skilling strategies for the organization.
Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
Responsible for reacting to the reforecasted requirements throughout the day to ensure staff is adjusted to the trends.
Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
Urgently takes action on any people or process opportunities across the workforce management organizations.
Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
Execute on multiple dynamic project implementations simultaneously.
Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
Deploy and manage eWFM or other workforce management technologies.
Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
Perform other duties and responsibilities as assigned.
WORKING CONDITIONS
Office environment
Travel - this position will require travel up to 50%
Relocation may be required based on business needs
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects and tasks
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work in an unstructured, fast-paced environment
Ability to work independently
Ability to work with and motivate others
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of performance management concepts and methodology
Knowledge of report writers
Required Education
Bachelor's degree or equivalent work experience
Required Related Work Experience and Number of Years
Workforce Management experience in a management capacity - 5+
Customer Care and/or Call Center experience - 7+
CWF600 2026-85233 CWF600 2026
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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