Workforce Management Manager

Job Summary

A company is looking for a Capacity and Workforce Manager.

Key Responsibilities

• Develop comprehensive capacity models for staffing and new hire plans across customer experience teams
• Create and adjust staff schedules based on analysis of interaction patterns and key metrics
• Work with key business partners to improve awareness of staffing and hiring needs within contact centers

Required Qualifications

• Bachelor's Degree in Business, Economics, Statistics, or Accounting
• High School Diploma or GED with eight years of relevant experience
• Eight years of experience in workforce management, capacity planning, and managing offshore teams
• Prior experience implementing workforce or capacity planning strategies at an enterprise level is preferred
• Prior vendor management and/or offshore experience is required