Workforce Management ConsultantCarterwill Search • Tampa, FL, US

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Workforce Management Consultant

Carterwill Search • Tampa, FL, US

17 days ago

Job type

Full-time

Job description

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This range is provided by Carterwill Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50.00 / hr - $62.50 / hr

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$50.00 to $60.00 hourly (up to $130,000 annually)

CarterWill Search, a TempExperts company, is recruiting for a Workforce Management Manager. In this role, responsible for optimizing the efficiency and effectiveness of call center operations. This position is responsible for analyzing call center metrics and implementing strategies that enhance service delivery while managing resources effectively. The manager will oversee forecasting and capacity management as well as scheduling to ensure that staffing levels align with anticipated call volumes.

JOB RESPONSIBILITIES

Develop and implement workforce management strategies that align with business objectives.
Long term planning and budgeting
Real time adherence and reporting
Analytics for ongoing improvement and sustainability
Develop and maintain KPI Dashboards
Analyze call center metrics to forecast demand and optimize staffing levels.
Oversee planning and scheduling processes to ensure adequate coverage during peak times.
Collaborate with various departments to enhance knowledge management and improve operational efficiency.
Prepare and present ad hoc reports to senior management, highlighting performance trends and areas for improvement.

MINIMUM QUALIFICATIONS

Bachelor's degree in Business Administration, Management, or a related field.

5+ years of experience in workforce management within a call center environment.

Proficiency in data analytic tools and advanced analytics.

PREFERRED QUALIFICATIONS

Experience in the banking industry or financial services.

Certification in workforce management or related fields.

Familiarity with call center operations and metrics.

Knowledge and experience with contact center WFM tools (i.e. Five9, Genesys, NICE)

Experience working with external partners (BPO's) for staffing augmentation.

CarterWill Search, a TempExperts company, is an equal opportunity employer.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Analyst

Industries

Telephone Call Centers

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Workforce Management • Tampa, FL, US