Workforce Management Manager

Job Summary

A company is looking for a Workforce Management Manager to optimize performance and efficiency within their contact center operations.

Key Responsibilities

• Forecast demand and capacity, build schedules, and manage real-time performance
• Track and report key metrics to support operational decisions and improve client experience
• Collaborate with cross-functional teams to enhance service levels and workforce utilization

Required Qualifications

• 5+ years of workforce management experience in a call center environment
• Management experience in workforce planning, scheduling, or intraday functions
• Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field
• Hands-on experience with Calabrio and AWS for contact center analytics and WFM tools
• Experience supporting remote and/or 24/7 contact center operations