Workforce Manager

Job Summary

A company is looking for a Workforce Manager for Selling Partner Support.

Key Responsibilities

• Lead and manage a team of Real-Time Analysts and Workforce Specialists
• Monitor service level alerts and manage expectations to ensure service level agreements are met
• Perform root cause analysis and implement corrective actions for performance issues

Required Qualifications

• Bachelor's degree in a quantitative field such as BI, finance, engineering, or mathematics
• 5+ years of team management experience
• 3+ years of experience working cross-functionally with tech and non-tech teams
• 5+ years of experience managing a team of Real-Time Analysts/Schedulers in a contact center environment
• Advanced knowledge of Microsoft Excel (macros, pivots, lookups)