Contact Center Workforce Manager

Location: Remote
Compensation: Salary
Staff Reviewed: Thu, Jan 16, 2025
This job expires in: 9 days

Job Summary

A company is looking for a Manager of Workforce Management for their Contact Center.

Key Responsibilities
  • Manage a team utilizing workforce management tools to forecast call/digital volumes and schedule resources
  • Analyze contact center performance and create capacity models for performance maximization
  • Drive continuous improvement initiatives and collaborate with leadership for workforce planning efficiency

Required Qualifications
  • Bachelor's degree in a related field (Business, Mathematics, Statistics, etc.) preferred
  • 2+ years of experience leading a WFM team in a contact center environment
  • 5+ years of contact center workforce management experience in a mid-sized environment
  • Familiarity with CXone, IEX, or similar contact center software
  • Strong project management skills with a proven track record of delivering complex programs on time

COMPLETE JOB DESCRIPTION

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