Operations Workforce Manager

Job Summary

A company is looking for an Operations Workforce Manager for its Contact Center.

Key Responsibilities

• Lead and develop a team of WFM analysts, collaborating with call center managers to address staffing challenges
• Analyze historical data to forecast call volumes and create staffing plans to meet service level agreements
• Monitor employee performance and implement process improvements for operational efficiency

Required Qualifications

• Demonstrated experience in workforce management within an operational environment
• Four years of experience in workflows and resource coordination
• Experience in identifying optimization opportunities for processes and workflows
• A bachelor's degree in business, analytics, statistics, or a related field is preferred
• Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued