Job Summary
A senior service provider has a current position open for a Remote Workforce Management Manager .
Individual must be able to fulfill the following responsibilities:
- Ensure proper monitoring and response of staffing levels, volumes, and key performance indicators
- Build, lead, and provide professional development for the workforce management team
- Create an environment that assures the productivity, performance, and well-being of each employee in the department
Qualifications for this position include:
- Bachelor's degree in business, health services administration, or associated field
- Five+ years of relevant, manager/director-level experience
- Deep understanding of contact center workflows and their impact on staffing levels
- Seven+ years of experience with workforce management tools (IEX, Aspect, Verint, Genesys, Calabrio)
- Seven+ years of experience with telephony solution (Five9, inContact, Aspect, Avaya, Genesys, or Calabrio)
- Seven+ years of workforce management experience in a large (150+ seat) contact center environment
