Product Owner II at World Education Services leading Salesforce enhancements and operations. Focused on driving improvements, Agile execution, and stakeholder collaboration.
About the role
- Product Manager specializing in AI-native workforce management solutions for Crescendo. Collaborating with global teams to innovate customer experience operations through advanced forecasting and resource allocation.
Responsibilities
- Forecasting automation: Build automated volume forecasting from Crescendo operational datasets.
- Translate forecasts into staffing and headcount requirements.
- Improve forecast accuracy through agentic self-improvement.
- Design staffing logic supporting shared associates across partner programs.
- Model cross-program capacity allocation.
- Enable dynamic queue balancing across workloads.
- Define how forecasts drive operational decisions inside Crescendo.
- Build AI-first workforce planning workflows.
Requirements
- Direct Workforce Management experience is required.
- Supporting capacity planning in CC / BPO environments.
- Working with Erlang-based staffing logic.
- Designing staffing models across queues or programs.
- Supporting intraday planning or long-range forecasting workflows.
- Implementing or integrating WFM platforms.
- Experience with systems such as NICE, Verint, Genesys, Calabrio, Aspect or equivalent WFM environments.
Benefits
- Earn competitive pay while building a career with endless opportunities.
- Enjoy remote work with the focus and flexibility to do your best work.
- Grow in an environment that rewards ambition and sharp execution.
- Thrive in a team environment where collaboration is the foundation of your success.
- Be part of a people-first, values-driven organization.
- Work with innovative global partners and diverse teams.
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