Workflow Manager owns end-to-end Workflow execution across multiple Customer Service sites and geographies within the NSP organization. This role bridges tactical capacity execution with network-level strategy, ensuring that staffing plans translate into accurate, on-the-ground scheduling and workforce deployment that protects service levels and delivers cost efficiency. The Workflow Manager leads a team of Business Analysts responsible for shift planning, schedule adherence, headcount alignment, and operational defect resolution across assigned sites.
This is not a reporting role. The Workflow Manager tackles ambiguous, high-stakes workforce questions that span scheduling accuracy, capacity risk mitigation, cross-site coordination, and process standardization. They operate independently in a fast-paced environment, managing competing priorities with analytical rigor and sound judgment. They partner closely with CS Operations, Capacity Planning, Finance, Training, and PxT teams to execute short-term and long-term capacity plans.
They contribute directly to the team's AI-driven transformation agenda by driving AI adoption across their team, building automation for repetitive workflows, and demonstrating measurable productivity gains.
Key job responsibilities
Capacity Plan Execution: Own the execution of network capacity plans at the site level by translating forecasted staffing requirements into optimized CSA shift schedules across multiple sites and time zones, monitoring presente staffing against plan daily and taking corrective action to close gaps and protect service levels.
Schedule Management and Staffing Alignment: Coordinate site-staffing needs including headcount reporting, shift rotation management, cross-training programs, and new-hire ramp integration, ensuring schedule adherence across productive and non-productive activities and aligning actual staffing to short-term and operational capacity plans.
KPI Ownership and Performance Reporting: Own the analysi