Workforce Manager

Required Skills & Qualifications:

• Bachelor's Degree
• Experience: At least 3+ years in a workforce management supervisory role. Experience in a contact center environment is a plus
• Technical Skills: Proficiency in WFM software (e.g., IEX, Aspect, Blue Pumpkin, CMS) and advanced MS Excel/Office skills.
• Analytical Abilities: Strong capacity for data analysis, trend identification, and, in some cases, reporting automation.
• Communication: Strong interpersonal skills and communicating with stakeholders.

Key Responsibilities & Duties:

• Forecasting & Scheduling: Analyze historical data and trends to forecast call volume and create efficient staffing schedules.
• Real-Time Management: Monitor intraday performance to make adjustments for unexpected volume, ensuring Service Level Agreements (SLAs) are met.
• Reporting & Analysis: Prepare, analyze, and report key performance indicators (KPIs) to management reg...