Call Center Workforce Manager

Responsibilities

• Predict call, email, and chat volumes using historical data and trends.
• Create schedules that align staffing levels with workload and service level targets.
• Maintain real-time operations by monitoring queues and adjusting staffing as needed.
• Ensure targets for service level, occupancy, and response times are met.
• Analyze workforce data to track metrics and identify areas for improvement.
• Utilize workforce management systems for forecasting, scheduling, and reporting.
• Coordinate with operations to align staffing with operational needs and support performance goals.
• Develop and implement staffing strategies for surges, emergencies, and unexpected events.

Requirements

• Bachelor's degree in Business, Operations Management, Statistics, or related field.
• Equivalent experience may be considered.
• Experience in workforce management in a contact center environment for 5-7 years.
• Experience in forecasting and scheduling roles for at least 3 years.
• Experience managing multi-channel contact centers and large-scale operations (100+ FTEs).
• Experience with workforce management tools such as NICE, Verint, and Genesys WFM.
• (Preferred) Certified Workforce Management Professional (CWMP) certification.
• (Preferred) Six Sigma / Lean certifications.