The Workforce Manager supports a 350-500 seat contact center that oversees and optimizes workforce planning, scheduling, and real-time operations. This role is crucial for ensuring that staffing levels are maintained to meet service level agreements and business objectives. This role will manage a team that includes workforce schedulers and a workforce supervisor. The role will work closely with recruiting, sales and service departments, and a learning and development department to align staffing, hiring, and training strategies.

Key Responsibilities

Team Management

· Lead and develop a team of workforce schedulers and a workforce management supervisor.

· Provide coaching, mentorship, and performance evaluations to team members.

· Foster a collaborative and efficient working environment.

Workforce Planning and Scheduling

· Develop and implement comprehensive workforce management strategies that align with organizational goals.

· Analyze call volume patterns and trends to forecast staffing needs accurately.

· Create and manage schedules (shift bids) to ensure adequate staffing levels during peak and off-peak times.

· Coordinate with the training department to schedule training sessions and off-the-phone activities without compromising service levels.

Collaboration and Communication

· Work closely with recruiting to evaluate staffing and hiring counts based on current and projected needs.

· Collaborate with sales and service departments to understand business requirements and adjust staffing plans accordingly.

· Communicate staffing plans, changes, and updates to relevant stakeholders.

Performance Monitoring and Reporting

· Monitor real-time call center performance and take corrective actions as needed to meet service level and occupancy goals.

· Generate and analyze reports on key metrics such as occupancy, service levels, and agent performance.

· Provide regular updates and insights to senior management on workforce performance and areas for improvement.

Technology and Tools

· Utilize workforce management software and tools to streamline scheduling and forecasting processes.

· Ensure the team is proficient in the use of Microsoft Office365, with advanced skills in MS Excel for data analysis.

· Preferred experience with Aspect and InContact systems.

Qualifications

· 5+ years of leadership experience in workforce management within a call center environment.

· 4-year degree preferred, or 2 or more years of progressively complex related experience.

· Strong understanding of Aspect and InContact products.

· Solid proficiency in Microsoft Office365, with advanced skills in MS Excel.

· Excellent analytical, problem-solving, and decision-making skills.

· Strong communication and interpersonal skills.

Working Conditions/Physical Demands

· Performs sedentary work in an office environment with limited lifting (less than 10 pounds) or walking required.

· Close visual acuity required to perform work at a computer terminal.

· No exposure to adverse environmental conditions.

· Requires repetitive typing motion, talking, hearing, grasping, and feeling.

Disclaimer

The above information is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.