Job Summary
A company that provides public services to governments needs applicants for an opening for a Telecommute Government Public Services Career Center Manager.
Core Responsibilities of this position include:
- Planning tactical and historical trend analysis to ensure the call center achieves key performance indicators
- Monitoring, adjusting, optimizing human resource utilization real-time to meet operational and business objectives
- Identifying risks, and opportunities around business performance
Qualifications for this position include:
- At a minimum, a master’s degree in Education, Human Resources, Counseling, or related
- A minimum of five years of experience as a career counselor, college guidance counselor or workforce development professional
- A minimum of three years working in a call center environment
- A minimum of five years as a supervisor in a similar environment
- 5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required
- Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA)
