Senior Workforce Management (WFM) Subject… at Kentro · Woodlawn

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

We are seeking a highly experienced and strategic Senior Workforce Management (WFM) Subject Matter Expert to play a pivotal role in supporting a large federal government agency. In this high-impact position, you will be instrumental in the ground-up development of a newly centralized Workforce Management group designed to support a nationwide network of over 5,000 contact center agents.

As the primary WFM consultant and point of contact, you will drive the stand-up of this new team, establish foundational business processes, and work closely with executive leadership to ensure operational excellence and alignment with organizational goals. The ideal candidate brings extensive leadership experience in large-scale contact center operations and a deep technical understanding of enterprise WFM and WFO platforms.

Location: Hybrid in Woodlawn, MD

Salary Range: $120,000-130,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

Strategic Implementation & Leadership

• Serve as the primary WFM consultant and subject matter expert for the centralized workforce management team during its foundational stand-up phase.
• Design, establish, and refine core business processes for the newly formed centralized WFM group.
• Develop, document, and maintain comprehensive Standard Operating Procedures (SOPs) for all WFM functions.
• Interact frequently with executive leadership, providing strategic guidance, executive briefings, and data-driven recommendations.
• Provide in-depth analysis and regular reporting to stakeholders on the progress, health, and maturity of the WFM team's stand-up and ongoing operations.

Operational WFM Execution

• • Implement and optimize daily operating rhythms and processes for the WFM reporting, scheduling, capacity planning, and forecasting teams.
    • Oversee the development of short-term and long-term capacity plans, ensuring accurate forecasting models for a 5,000+ agent environment.
    • Define and track key performance indicators (KPIs) such as shrinkage, schedule adherence, occupancy, and service levels across the enterprise.
    • Identify operational gaps and drive continuous improvement initiatives to enhance resource utilization and customer experience.

Qualifications

• Experience: Extensive leadership experience focused specifically on Workforce Management operations within large, complex contact center environments (enterprise scale of 5,000+ agents highly preferred).
• WFM Systems: Deep functional and technical expertise utilizing Verint WFO for forecasting, scheduling, and performance management.
• Methodology: Proven experience operating within an Agile environment, including proficiency with project management and ticketing tools such as Jira or Agility.
• Analytical Tools: Advanced proficiency in Microsoft Excel (e.g., complex formulas, pivot tables, macros, data modeling) for deep-dive analysis and custom reporting.
• Communication: Exceptional verbal and written communication skills, with a proven track record of successfully presenting complex data and strategic plans to executive leadership.

Preferred Qualifications:

• Experience with Amazon Connect or other leading Contact Center as a Service (CCaaS) platforms.
• Previous experience consulting for or working directly with large federal government agencies.
• Advanced knowledge of data architecture and BI visualization tools (e.g., Tableau, Power BI) to automate WFM reporting.

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.