Business Analysis Manager - Vice President, Workforce Planning Global Leader

Are you ready to take on a larger leadership role, guiding teams and influencing strategy in a fast-paced, real-time environment? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members. 

As a Business Analysis Manager, Vice President on the Real-Time Adherence Team within Workforce Planning, you will serve as the primary business analysis leader connecting call center operations, Workforce Planning partners, and technology/product teams. You will define and drive the Real Time Adherence capability roadmap (process, controls, reporting, and tool enhancements), ensuring solutions improve intraday execution, schedule adherence, exception management, and customer-impacting service performance.

You will lead requirement development from intake through implementation, own the operating routines and governance needed for consistent execution, and provide executive-ready insights on performance drivers and operational risks. You will also act as an escalation point for complex issues impacting intraday performance, including tool disruptions and volume events.

Job responsibilities

• Lead cross-functional delivery by partnering with operations leaders, Workforce Planning disciplines, risk/legal/control partners, and technology teams to define priorities, dependencies, and delivery plans.
• Lead and manage a global team in partnership with Domestic/U.S. managers, driving aligned execution, consistent operating practices, accountability, and talent development across regions.
• Lead complex, cross-functional projects using disciplined project management, including clear scope, milestones, resources, dependencies, risks, governance, and executive reporting.
• Champion responsible use of advanced AI, including Microsoft Copilot and large language models (LLMs), to improve analysis, documentation, reporting, decision support, and efficiency.
• Own requirements and solution definition: translate business needs into epics, user stories, acceptance criteria, process flows, and control requirements; ensure traceability from problem statement to implementation and adoption.
• Provide executive-ready performance insights using service level, volume, AHT, availability, schedule adherence, exceptions, shrinkage/off-phone activity, and overtime drivers to inform decisions and prioritization.
• Perform advanced analysis and root cause work to identify trends, risks, and opportunities (e.g., staffing gaps, workflow constraints, adherence breakdowns); drive corrective action plans with measurable outcomes.
• Support implementation and change management including stakeholder alignment, communications, training inputs, readiness planning, and post-release validation of outcomes.
• Partner with Real Time leaders and teams (managers, analysts, specialists) to ensure solutions are operationally viable, clearly documented, and consistently executed.
• Drive continuous improvement through standard work, process documentation, reporting quality checks, and control strengthening to reduce operational risk and improve scalability.
• Perform additional duties as assigned, aligned to business needs and Workforce Planning priorities. 

Required qualifications, capabilities, and skills   

• Advanced Knowledge of call center operations, contact center metrics, and workforce planning / real-time performance practices along with strong working knowledge of workforce management platforms and real-time concepts (schedule adherence, exceptions, intraday actions, etc.).
• Demonstrated ability to lead through influence across a matrixed organization and align stakeholders with differing priorities.
• Strong analytical and problem-solving skills; ability to translate complex intraday performance data into clear priorities, requirements, and execution plans.
• Proven experience eliciting and documenting requirements (epics/stories, acceptance criteria, process flows) and driving delivery in an agile or iterative environment.
• Strong organizational skills with the ability to manage multiple priorities and deliverables simultaneously.
• Delivers verbal and written messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
• Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism and highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Strong project management skills with experience leading complex, multi-region initiatives, managing priorities and risks, and delivering measurable outcomes and advanced applied AI skills, including Microsoft Copilot, large language models (LLMs), prompt design, and practical business use cases.
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.), Tableau, and business intelligence tools (e.g. Essbase/TM1)

Preferred qualifications, capabilities and skills

• Minimum six years’ experience working in large call center, multi-site, or similar environments

• Minimum six years’ experience in processing, forecasting, staffing, scheduling, and/or project management.

• Intellectual curiosity to see through tactical day to day challenges to identify broader strategic challenges and opportunities to drive larger scale improvements. Must have strong bias for day to day execution while maintaining strategic focus

• Proven experience leading multi-team operational transformations, including process standardization, control strengthening, and performance management improvements

• Proven experience applying Artificial Intelligence and Machine Learning, including generative AI, Microsoft Copilot, and large language models (LLMs), to solve business problems, enhance processes, and improve decision-making. AI/ML model development or optimization experience is preferred.