Contact center manager Jobs in Little Rock, AR

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Job Summary

The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling / staffing, and real-time monitoring of accounts.

Role and Responsibilities

• Manages a team of RTAs, Schedulers and Supervisor / s
• Administers setup and utilization of WFM software and reporting tools
• Administers communication to and from Operations and other support departments
• Collects and analyzes and reports historical center performance statistics
• Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Works with training and operations to coordinate multi-skill training for existing agents
• Oversees communication to new hires on schedule process
• Oversees short-term workload forecasting
• Oversees scheduling philosophy of schedule assignments
• Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversees analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Performs other duties that may be assigned from time to time.
• Main POC on programs and LOBs supported. Should have a firm grasp of the programs' day over day performance and opportunities.
• Responsible for the team's performance and engagement

Qualifications and Education Requirements

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position. All qualifications must comply with applicable law.

Qualifications include :

College degree is preferred

At least 3 years' experience in Workforce Management in operations : volumes management, and / or forecast, capacity planning, scheduling and real time management

Strong decision-making ability required

Excellent oral and written communication skills required

Good understanding of business financials

Ability to handle multiple projects and meet aggressive timelines

Job Type : Full-time

Pay : From $55,000.00 per year

Benefits :

401(k)

Dental insurance

Employee assistance program

Employee discount

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Experience :

Workforce management : 3 years (Preferred)

Call center management : 3 years (Preferred)

Headcount reporting : 3 years (Preferred)

Microsoft Excel : 3 years (Preferred)

Leadership : 3 years (Preferred)

Work Location : Remote

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!