What are the responsibilities and job description for the Contact Center Workforce Manager position at VirtualVocations?
A company is looking for a Manager of Workforce Management for their Contact Center.Key ResponsibilitiesManage a team utilizing workforce management tools to forecast call / digital volumes and schedule resourcesAnalyze contact center performance and create capacity models for performance maximizationDrive continuous improvement initiatives and collaborate with leadership for workforce planning efficiencyRequired QualificationsBachelor's degree in a related field (Business, Mathematics, Statistics, etc.) preferred2 years of experience leading a WFM team in a contact center environment5 years of contact center workforce management experience in a mid-sized environmentFamiliarity with CXone, IEX, or similar contact center softwareStrong project management skills with a proven track record of delivering complex programs on time
