Remote Workforce and Reporting Manager (Call Center)

Duties

• Develop workforce forecasts and staffing plans to support operational requirements
• Manage employee scheduling and workforce optimization activities
• Produce daily, weekly, monthly, quarterly, and annual operational reports
• Develop executive dashboards, performance metrics, and ad hoc reporting
• Analyze workforce trends, operational data, and key performance indicators
• Collect, document, and evaluate business and technical requirements
• Configure and maintain workforce management and reporting systems
• Recommend process improvements through data analysis and operational insights

Requirements

• Bachelor's degree from an accredited institution
• Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations
• Experience with workforce management software, reporting tools, and Microsoft Excel
• Strong analytical, problem-solving, and communication skills
• Must meet security eligibility requirements