Role Description As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice. This is a high impact role focused on building and strengthening workforce planning capabilities, including: - Designing staffing frameworks - Leveraging AI and modern tools to model workforce needs - Supporting clients as they scale their operations You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams. Qualifications - Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred) - 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role - Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills - Proven track record building staffing plans and headcount business cases with measurable outcomes - Hands-on experience with scheduling platforms; experience with Assembled is a strong plus - Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management - Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models - Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders - Experience leading or mentoring workforce analysts, schedulers, or WFM specialists - Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment Requirements - Lead, coach, and develop a team of Workforce Analysts and Schedulers - Serve as the primary WFM point of contact for internal stakeholders and client discussions - Oversee the overall Workforce Management practice across supported programs - Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts - Develop and present business cases for headcount needs - Create scenario models for ramp, attrition, seasonal demand, and new program launches - Partner with client-facing teams to identify WFM-related growth opportunities - Own scheduling operations across supported programs using tools such as Assembled - Oversee intraday monitoring of volumes, queues, and agent performance - Interpret and communicate WFM metrics through Metabase dashboards - Identify workforce risks and propose mitigation strategies - Drive continuous improvement across WFM processes, tools, and reporting standards Benefits - Impact-driven work environment - Opportunities for professional growth and development - Collaborative and supportive team culture Company Description Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Account management • Gather and analyze customer needs to propose appropriate solutions • Maintain client relationships and incorporate customer feedback • Develop and maintain strong client relationships • Identify new business opportunities (prospecting, meetings, market monitoring) • Structure and lead account plans • Optimize account management processes to achieve commercial targets • Develop and deploy action plans to convert prospects into customers • Manage your territory effectively (time, priorities, resources) • Build and update medium-term development plans • Maintain active competitive intelligence • Identify and qualify new markets and profitable opportunities • Actively participate in strategic lead generation • Develop and activate partnerships to support growth

• Generating business opportunities and managing the sales process through to closure of the sale. • Achievement of agreed quarterly sales goals. • Generate a sales pipeline, qualifying opportunities, and accurately forecast pipeline.

General Manager, Media RemoteSalesFull time Chicago, Illinois, United States New York, New York, United States Washington, District of Columbia, United States Miami, Florida, United States Atlanta, Georgia, United States Overview Description General Manager, Media Location: Remote within North America, with frequent travel to customer sites, industry events, and internal meetings (up to 50% travel required). Position Overview Are you ready to lead a healthy, growing broadcast and media business while still staying close to the customer and the deal? The General Manager, Media will serve as a player‑coach sales leader, responsible for managing our existing media portfolio, building and maintain strong relationships with our core national broadcast and media customers, driving direct sales, and leading a small team focused on broadcast, live production, and media environments across North America. This role combines strategic ownership of the media segment with hands‑on selling, solution development, and team leadership. The ideal candidate brings strong interpersonal skills, deep technical aptitude in video/display systems, and exceptional communication skills, with a passion for helping media customers bring video, imagery, and data to life on large‑scale digital canvases. Key Responsibilities - Own the Media segment for North America, including revenue growth, pipeline health, and margin performance for broadcast and media customers. - Act as a player‑coach: carry a team quota while leading, mentoring, and developing a small team focused on broadcast and media production environments. - Refine and execute a segment‑specific sales strategy that protects and grows our existing media base while expanding into new accounts, applications, and partnerships. - Lead by example in the field by participating in customer meetings, joint sales calls, product demos, proof‑of‑concepts, and key industry events and tradeshows. - Build and maintain executive‑level relationships with end users, systems integrators, consultants, and channel partners that influence media display and visualization projects. - Partner with Marketing to define and execute campaigns, content, case studies, and events that strengthen our brand in the media market and generate qualified pipeline. - Collaborate with Applications Engineering and Product Management to shape solutions, proposals, and roadmaps that meet the technical and workflow needs of broadcast and media customers. - Provide market intelligence and competitive insights from the media space to inform pricing, positioning, and long‑term strategy. - Maintain accurate forecasts, pipeline visibility, and account plans in the CRM, and report regularly on performance and key initiatives to senior leadership. - Foster a culture of speed, agility, collaboration, and accountability within the team, modeling the behaviors required to win in a fast‑moving media marketplace. - Perform other related duties and projects as assigned by management. Requirements - Bachelor’s degree in Business, Marketing, Engineering, or related field; equivalent experience in lieu of a degree will be considered. - 7+ years of technology sales experience, including at least 3–5 years selling into broadcast, media, live production, or similar visual technology environments; experience with LED/LCD displays and visualization systems strongly preferred. - Demonstrated success as both an individual contributor and a sales leader (player‑coach), with a proven track record of meeting or exceeding quota while managing and developing a team. - Strong technical aptitude with display, video, and AV systems and the ability to translate complex solutions into clear business value for customers. - Excellent interpersonal, communication, and presentation skills, including the ability to engage credibly from technical stakeholders to executive decision‑makers. - High energy, sense of urgency, and demonstrated ability to deliver results in a fast‑paced, dynamic environment. - Proficiency with Microsoft Office and modern CRM tools (e.g., Salesforce, D365), plus comfort with contemporary collaboration tools (Teams, etc.). - Strong organizational and time‑management skills, with the ability to prioritize across personal selling activity, team leadership, and strategic initiatives. - Ability and willingness to travel up to 50% throughout North America. - Strong preference for candidates in the Northeastern US near a major airport. - Must have a valid driver’s license. Benefits All benefits start on first day of employment! - 75% employer-paid medical for employee. Family coverage also included. - 100% employer paid dental, and vision for employee and dependents - 100% employer paid long-term, short-term disability, and life insurance policy - 401k Match, if you’re contributing 5% we match 4%. 100% vested immediately. - 10 paid holidays - Starting at 15 days paid PTO (inclusive of sick and vacation time) annually - Employee Assistance Program (EAP) - Flexible Spending Account (FSA) EEOC Statement: Planar is an equal opportunity employer, we believe in fostering a culture of equality, diversity, and inclusivity. Our commitment to this goal is clearly expressed in our zero-tolerance policy for discrimination and harassment of any kind, including on the basis of race, color, sex, age, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status or any other characteristic protected by applicable federal, state, or local laws. Our hiring practices ensure that decisions are based solely on qualifications, merit, and current business needs, while extending to all aspects of our operations - from recruitment and promotion to layoff and recall, to leave of absence, compensation, benefits, and training. We are committed to remaining a drug free workplace Planar Systems collects and processes personal data in accordance with applicable data protection laws. If you are a California Job Applicant see the privacy notice for further details. Planar Systems does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.