Workforce Planning Manager

Job Summary

A company is looking for a Manager, Workforce Planning.

Key Responsibilities

• Oversee forecasting, capacity planning, scheduling, and workload distribution to optimize staffing for service level agreements (SLA)
• Generate reports and dashboards to identify trends and optimize the effectiveness of omnichannel campaigns
• Guide front-line leadership in implementing initiatives and business objectives for outreach teams

Required Qualifications

• Minimum of 10 years' experience in forecasting, scheduling, and planning in a contact center environment
• At least 5 years' experience leading a workforce management team
• Extensive experience in optimizing service levels and contact rates
• Experience with scheduling and load balancing in response to workload fluctuations
• Ability to adapt to change and implement quickly based on company needs