Workforce Manager

Job Summary

A company is looking for a Workforce Manager to oversee contact center forecasting, scheduling, compliance, and real-time monitoring functions.

Key Responsibilities

• Manage call center forecasting, scheduling, compliance, and real-time monitoring
• Produce forecasts, create staffing plans, and manage scheduling changes and PTO requests
• Generate performance reports and provide insights to improve staffing plans

Required Qualifications

• Bachelor's degree or equivalent experience
• 5+ years of Workforce Management experience
• 2+ years managing the work of others
• Strong understanding of contact center technology and experience with RingCentral WFM software
• Advanced Microsoft Excel abilities