Workforce Management Manager

A company is looking for a Workforce Management Manager to optimize performance and efficiency within their contact center operations.

Key Responsibilities

Forecast demand and capacity, build schedules, and manage real-time performance

Track and report key metrics to support operational decisions and improve client experience

Collaborate with cross-functional teams to enhance service levels and workforce utilization

Required Qualifications

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

Management experience in workforce planning, scheduling, or intraday functions

Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field

Hands-on experience with Calabrio and AWS for contact center analytics and WFM tools

Experience supporting remote and / or 24 / 7 contact center operations