Workforce Management Team Leader
Job Summary
A company is looking for a Workforce Management Contact Center Operations Team Leader.
Key Responsibilities
- Manage workforce planning activities, including forecasting and scheduling for a multi-skilled contact center
- Optimize the Five9 WFM solution and implement standard operating procedures for operational efficiency
- Develop training materials for the WFM team and collaborate with business partners on contact center KPIs
Required Qualifications and Education
- Bachelor's Degree or equivalent work experience
- 8+ years of experience managing a WFM team in forecasting, scheduling, and adherence
- 5+ years of experience with Five9 WFM system administration
- 5+ years of hands-on experience with ACD systems (Five9)
- Deep understanding of cost drivers in contact center operations
COMPLETE JOB DESCRIPTION
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Company Overview
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