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Workforce Manager
2 weeks ago
efficiency, ensuring adequate staffing levels, and maintaining operational excellence through.
effective scheduling and real-time monitoring.
Responsibilities
- Assist in recruiting, hiring, training, and managing workforce analysts across all sites and
- Oversee and provide direction to workforce analysts and team leaders in all sites.
- Analyze historical call data and trends to predict future call volumes, making informed
- Monitor agent adherence to schedules, identifying and addressing deviations promptly
- Work with the operational team to identify the cause of any significant variation between
- Generate and distribute accurate daily, weekly, and monthly performance reports,
productivity.
- Identify opportunities for process enhancements and automation to improve overall
- Participate in regular meetings with management to review performance metrics, discuss
- Assist in the development and implementation of strategies to manage peak periods and
- Create longterm forecast to be used for capacity planning,
- Create midterm forecasts to be used for hiring plans,
- Create shortterm forecasts to be used for determining the adjustments of breaks,
Qualification
- Minimum of five years of experience working in a contact center environment with at
management).
- Minimum of two years of management experience in a fastpaced customer contact
- Bachelor's degree is required.
- Experience with WFM software is desired.
- Demonstrated knowledge of computer basics including advanced Microsoft Excel.
- Ability to communicate complex concepts effectively.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Detailoriented with a focus on accuracy in forecasting and scheduling.
- Flexibility to adapt to changing business needs and handle unexpected situations.
- Strong team player with the ability to collaborate effectively across departments.
knowledge. I am aware that any misrepresentation, falsification, or omission of required facts
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