Workforce Management Manager

Responsibilities will include:
Expert manipulation of workforce management software; scheduling software to serve the ongoing needs of the Call Center staffing requirements; ensure the Call Center is staffed according to projected needs on a daily basis; coordinate vacation requests; communicate schedules to Call Center Supervisors; provide written reports as needed; answer Call Center calls periodically.

* Due to the 24 hours a day, seven days a week operation of the Service Center, business necessities may require to work
various shifts such as weekends and/or evening shifts under certain circumstances.

EOE
REQUIREMENTS
Requirements:
The preferred candidate must possess experience managing and coordinating a team responsible for forecasting, budgeting,
scheduling and workforce management in a Call Center environment. Proficiency and extensive experience with at least one of the
following Workforce scheduling software packages is strongly desired; Genesys, Blue Pumpkin/Witness, IEX, Aspect/TCS,ISC. Strong
analytical skills required. Proficiency in standard desktop software used for call and workforce forecasting and budgeting including
Microsoft Excel and Microsoft Access. Experience with budgeting and capacity planning preferred. Experience with vendor management
is desired. Strong management, organizational, time management, oral and written communication skills are critical.