Description
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.
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 C