Manager - Workforce Management

Major Responsibilities: • Plan required staffing, schedules, and service level results across multiple departments
• Partner with Operations, Reporting, HR and Training
• Contribute to the financial and budgeting process ensuring that long-term goals are identified and variances managed
• Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected SLA, and to improve accuracy of both short and long-term forecasting
• Create and implement programs and plans that support the strategic objective of the call center
• Oversee relevant performance metrics, generating of reports, and provide detailed analysis of operational performance
• Develop educational programs and act as an advocate to ensure customers and internal satisfaction on behalf of Workforce Management
• Perform Management functions (interviewing, hiring, reviewing, scheduling, monitoring and developing associates)


job requirements

Minimum Qualifications: Knowledge of Contact Center staffing & forecasting; Solid understanding of Contact Center workforce management tools and theories; Strong knowledge of IEX, Excellent data analyze skills; Proficient in MS Software, specifically Excel; Excellent communication and organizational skills; Strong Project Management Skills; Knowledge of human resources policies and hiring strategies; 8 years of supervisory experience required, BS Required