Summary from listing
The Workforce Manager will forecast call-center volume, adjust staffing and scheduling plans, monitor forecasts and schedules against actual metrics, manage dialer settings, oversee WFM processes and reports, and lead a team of Workforce Management Representatives. The role also supports implementation of a Workforce Management System, conducts performance appraisals and coaching, collaborates with other departments, and maintains information security and confidentiality. Candidates need a bachelor’s or college degree, at least four years of Workforce Management experience, dialer experience for outbound campaigns, and strong forecasting, scheduling, organizational, analytical, and communication skills.
