Workforce Manager

Job Summary

A company is looking for a Contact Center Workforce Manager to oversee the Workforce department responsible for forecasting, scheduling, and real-time monitoring of accounts.

Key Responsibilities

• Manage a team of RTAs, Schedulers, and Supervisors
• Administer WFM software and reporting tools, and oversee communication with Operations and support departments
• Analyze historical performance statistics and manage long-term forecasting and staffing plans

Qualifications and Education Requirements

• College degree is preferred
• At least 3 years of experience in Workforce Management in operations
• Strong decision-making ability required
• Good understanding of business financials
• Ability to handle multiple projects and meet aggressive timelines