Contact Center Workforce Manager

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