Workforce Manager

Are you ready to lead a team and drive operational success in a fast-paced environment? We're seeking a skilled Workforce Manager to oversee forecasting, scheduling, and monitoring activities in our contact center. As a key player, you'll be responsible for optimizing resources to meet business objectives while ensuring exceptional service delivery.

Key Responsibilities:

• Forecast call volumes and operational activities to adjust resources effectively.
• Analyze call volume history and channel metrics for accurate planning and workload identification.
• Develop capacity and staffing plans to support business objectives.
• Provide executive reports on revenue attainment and performance metrics.
• Establish strong relationships with internal and external partners.
• Ensure compliance with company policies and drive continuous improvement.
• Lead the WFA team, including training, and performance management.
• Provide coaching and development to optimize team performance.
• Oversee forecasting, scheduling, and real-time management functions.
• Analyze trends and provide actionable insights through reporting and analytics.
• Serve as a subject matter expert and coordinate with operations teams.

Minimum Requirements:

• Bachelor's degree preferred
• 5 years of related call center workforce management experience.
• Flexibility to work any shift, any day.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Special Skills:

• Experience managing high-performing workforce and analytics teams.
• Proficiency in Workforce Management software and Telephony systems.
• Strong proficiency in Microsoft Office suite.

Why Join Us?

• Opportunity to lead a motivated team and drive operational excellence.
• Collaborative work environment with opportunities for growth and development.
• Competitive compensation package and benefits. #BetterwithSSG
• Make a real impact on our business and customer experience.

If you're ready to take your career to the next level and make a difference in an organization, apply now to join our team as a Workforce Manager!

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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Last updated on Oct 17, 2024