Lead efforts in workforce data and process improvements as a Contact Center Workforce Optimization Manager. Elevate service levels through effective scheduling and team leadership.
In this managerial position, you will manage vital data sets influencing workforce capacity planning in our contact center operations. Your leadership will inspire confidence and collaboration across all levels, focusing on optimizing call forecasting and scheduling strategies while maintaining employee engagement. Harness analytics to track and improve performance.
Key Responsibilities:
• Optimize call forecasting processes across business units
• Drive efficiency in employee scheduling and staffing
• Lead a team dedicated to maintaining service levels
• Implement technology upgrades for improved reporting
• Analyze performance data for ongoing optimization
Requirements:
• Minimum 5-7 years in contact center management
• Skilled in data management and analytics tools
• Knowledge of NICE WFM and Five9 is advantageous
• Robust track record in team leadership and coaching
• Bachelor's degree in relevant field
Elevate team capabilities and optimize workforce management processes while driving towards achieving high service standards.
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