Workforce Manager - US Hours

Workforce Manager Job Description

Workforce Manager provides initiative-taking, solutions-oriented support for the Contact Center Management and Workforce Management teams and continuous improvement of workforce processes, policies, and procedures.

Workforce Manager Position Summary

The Workforce Manager is responsible for leading and optimizing workforce planning strategies to ensure operational excellence within the contact center. This role oversees workforce specialists, manages forecasting, scheduling, and real-time monitoring, and ensures key performance indicators (KPIs) are met. The Workforce Manager collaborates with Operations and other stakeholders to align workforce strategies with business goals while fostering a positive work environment.

Workforce Manager Job Responsibilities KPI’S

• Develop and maintain long- and short-term forecasting and staffing

models for both front and back-office operations.

occupancy targets are achieved.

determine staffing requirements and create optimized schedules.

completed on schedule with high quality.

provide insights to optimize staffing and adherence.

strategies, including trigger-based adjustments for queues and staffing.

levels, cost efficiency, and employee satisfaction.

insights for stakeholders.

policies, and procedures. Sensitive KPI’s (Failure to meet one of these KPIs will be subject to immediate termination)

development and knowledge transfer.

workforce management expertise.

activities, staffing capacity, and performance trends.

standard operating procedures.

adherence, and capacity planning.

Qualifications and Requirements for Workforce Manager