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
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