Workforce Manager

Position summary:
We are seeking a Workforce Manager to optimize staffing, scheduling, and resource allocation. This role is crucial for meeting business and service level objectives by accurately forecasting workload, developing efficient agent schedules, and monitoring real-time performance.
The Workforce Manager will play a key role in improving overall productivity and efficiency. Responsibilities include analyzing performance data, forecasting staffing needs, managing time-off requests, and generating reports. Additionally, this position will be responsible for leading initiatives to guide operational improvements.
Key Responsibilities:
Forecasting and Planning
Analyze historical data and future trends to accurately forecast contact volumes and determine precise staffing needs
Strategically plan optimal staffing levels and shift arrangements to achieve service-level goals and efficiently manage costs.
Scheduling and Adherence Management:
Develop and manage...