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CX WFM Leader: Forecasting, Scheduling & Analytics

Posted 1 hour 53 minutes ago by Watershed

Permanent

Full Time

Other

Oxfordshire, Oxford, United Kingdom, OX1 1

Job Description

Melio is seeking a high-performing CX Workforce Management (WFM) Manager to lead our global WFM strategy, overseeing long-term capacity planning, multi-channel forecasting, scheduling optimization, real-time management, and analytics across internal teams.

The ideal candidate will partner with Operations, Finance and People teams to balance exceptional customer experience with efficiency and agent wellbeing, driving SLA adherence, CSAT, and cost per contact.

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