Advanced experience in data management a plus - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts; Proven coaching skills that can impact both front-line agents and floor leadership; Hands-on experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.) platforms. What You'll Do: Develop, manage and coach WFM staff to build successful teams that deliver an exceptional customer and agent experience through workforce management knowledge, Establish peer-to-peer relationships with other Managers to enhance process efficiency of the workforce management team.