Workforce Resource Manager

Job Summary

A company is looking for a Workforce Resource Manager responsible for optimizing resource allocation and utilization within a global contact center support organization.

Key Responsibilities

• Develop and implement strategies for resource planning, forecasting, and allocation across contact center teams
• Own and optimize the workforce management system, ensuring effective configuration and use across teams
• Analyze resource data to identify trends and areas for improvement, and communicate resource strategies to stakeholders

Qualifications

• At least 2 years of experience in workforce planning for a large contact center, preferably in a global, fast-paced environment
• Proven experience with workforce management software and tools, with a focus on tool ownership and optimization
• Proficiency with Salesforce is required
• Flexible meeting times to accommodate global collaboration
• Strong analytical skills and proficiency in data analysis and reporting