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Workforce Management Management

Career Explorer · Customer Operations & Contact Centers · Workforce Management

Manager

Individual contributor route

Technical or professional depth, without managing people.

This family has no individual-contributor ladder.

Management route

Managing people. It is not the step above the individual route: it is a different job and asks for different evidence.

  1. Supervisor / Team Lead, Workforce ManagementM0Optional frontline layer
  2. Manager, Workforce ManagementM1
  3. Senior Manager, Workforce ManagementM2
  4. Director, Workforce ManagementM3
  5. Senior Director, Workforce ManagementM4
  6. AVP / Head of Workforce ManagementM5Optional executive layer
  7. Vice President, Workforce ManagementM6
  8. Senior Vice President, Workforce ManagementM7

Source: PROCOMER FTZ benchmark; SFIA; PMI