What are the responsibilities and job description for the Workforce Management Leader position at Agility Partners?
Seeking a qualified Workforce Management Leader to fill an open position with one of our clients. This role provides direction and leadership for workforce management resources, ensuring optimized workforce planning and scheduling across multiple enterprise groups. The ideal candidate will drive strategic forecasting, staffing modeling, and performance-based scheduling while leveraging industry tools such as CMS, IEX, Avaya, and Genesys. This is an exciting opportunity to enhance customer and agent experiences through telephony advancements and innovative workforce solutions.
Responsibilities:
- Lead and manage a Call Center Workforce team, overseeing forecasting, scheduling, and resource utilization.
- Drive IT business requirements and improvements in telephony applications and call center technologies.
- Act as a liaison between call center operations and IT teams, ensuring efficient telephony product implementation.
- Strategically enhance IVR and telephony-related customer channels, optimizing customer interactions.
The Ideal Candidate:
- Minimum of 5 years of IVR/VRU experience in a call center, preferably in banking.
- At least 3 years of experience working closely with IT teams on technical solutions.
- Strong leadership, staff development, and team management skills.
- Exceptional analytical, organizational, and project management abilities.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and workforce management tools.
- Excellent verbal and written communication skills, with the ability to influence senior leadership.
- Bachelor's Degree or equivalent experience required.
