Workforce Manager
HybridTampa, Florida, United States
Job Summary
Analyze historical contact center data and call volume trends to develop staffing forecasts and resource allocation plans across multiple client accounts. Monitor queue performance, service levels, and average handle times to create staffing models that ensure adequate coverage and optimize schedule adherence. Generate workforce management reports tracking key performance indicators and present data-driven recommendations to leadership regarding operational efficiencies and staffing needs. Coordinate real-time adjustments to agent schedules, overtime, and shift modifications while partnering with department supervisors to meet business objectives and client service-level agreements.
Required Qualifications
- Strong understanding of call center workforce management principles, including forecasting, scheduling, capacity planning, and real-time management.
- Experience analyzing operational data and translating findings into actionable staffing recommendations.
- Proficiency with workforce management software, telephony platforms, and reporting tools.
- Advanced Microsoft Excel skills, including data analysis, formulas, pivot tables, and reporting.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Ability to influence operational decisions through data-driven recommendations.
- 3-5 years of workforce management, scheduling, or forecasting experience
- Bachelor's degree in Business Administration, Operations Management, or related field
Desired Qualifications
- Experience supporting multiple client accounts or lines of business
- Previous experience with workforce management systems and contact center technology (NiCE CXone)
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