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Workforce Optimization Support Manager

  • Location: Arlington, TX
  • Salary:
  • Posted: Sep 14

Click here to view a full job description and apply if qualified!


The Workforce Optimization Support Manager is responsible for leading the daily operations of the Workforce Optimization Team and providing the highest level of technical support to GM Financial business units, specifically in the area of voice and screen recording, scorecards, speech analytics, transcription workforce management and desktop analytics.  The Workforce Optimization Support Manager requires a high degree of technical expertise for performing advanced maintenance, support and development on WFO systems, as well as leadership skills to support direct reports.  This position provides input into development of business strategies with our business partners.  This team member works in conjunction with other IT teams, business units, and vendors during design, installation, relocation, modification, troubleshooting, repair and upgrades of WFO system and applications.  The Workforce Optimization Support Manager provides direction and guidance to direct reports, and input to performance evaluations.  This position has high-level contact with company executives, internal departments, outside vendors and customers. 


  • Lead daily operations of Workforce Optimization team such as coordinating on-call schedules, work flow responsibilities, assigning technical tasks, and overseeing project tasks
  • Attend and facilitate meetings
  • Develop and maintain relationships with business and IT customers
  • Supervise coordination of vendors regarding maintenance, modification, installation, or relocation of systems and applications
  • Lead the implementation of repairs and configuration changes to WFO systems and applications
  • Provide guidance to Workforce Optimization staff regarding troubleshooting, maintenance, modification, installation, or relocation of systems and applications
  • In conjunction with other IT teams, business units, management personnel, and vendors, design, develop, and deploy WFO systems and applications, to support business requirements
  • Provide Tier 3+ support and problem resolution, relocation and installation of equipment, communications facilities management, statistical reporting and any other issues pertaining to call center technology as they arise
  • Maintain accurate records of all system components, application processes, and carrier network facilities
  • Prepare, evaluate and distribute technical, system and performance reports as required
  • Research, evaluate, and recommend options in services, products, systems, and
  • emerging technologies as needed
  • Adhere to, and promote compliance to all GMF security policies and procedures
  • Report to work as scheduled
  • Promote a cooperative and productive work environment

Click here to view a full job description and apply if qualified!

From The Blog

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    20 Sep 2016

    I found North Texas LEAD to be a gem in the midst of a vast job seeking search. LEAD provided invaluable services with regards to interviewing techniques, resume assistance, coaching, networking and ultimately endorsement. I was interviewed by a professional and diverse panel who wholeheartedly embraces and projects diversity. Their endorsement was one which epitomizes […]

  • Brian Modrzejewski on #NTxGivingDay

    Becoming a candidate for North Texas LEAD was a defining moment in my career. I had recently been laid off and back in the market to start a new chapter in my career. I realized that I hadn’t been on a real interview in a decade and I was feeling a little out of touch. […]

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