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.
- Supervisor / Team Lead, Workforce ManagementM0Optional frontline layer
- Manager, Workforce ManagementM1
- Senior Manager, Workforce ManagementM2
- Director, Workforce ManagementM3
- Senior Director, Workforce ManagementM4
- AVP / Head of Workforce ManagementM5Optional executive layer
- Vice President, Workforce ManagementM6
- Senior Vice President, Workforce ManagementM7
Source: PROCOMER FTZ benchmark; SFIA; PMI