Workforce Manager
Job Summary
Leading workforce planning and real-time operations for a 24/7 Support organization, the remote Workforce Manager will develop Real-Time Analysts, manage staffing and scheduling, and ensure optimal coverage across various communication channels.
Key responsibilities
- Lead and develop Real-Time Analysts and scheduling resources through coaching and accountability
- Own forecasting, staffing, and headcount planning across support channels and BPO partners
- Guide real-time operations by monitoring service levels and taking action as needs shift
Required qualifications
- 5+ years of contact-center workforce management experience in forecasting and scheduling
- Proven success in developing workforce analysts or schedulers through effective coaching
- Experience supporting 24/7, multichannel operations and collaborating with BPOs
- Strong analytical judgment with the ability to turn data into practical recommendations
- A bachelor's degree or an equivalent combination of education and relevant experience
Complete Job Description
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