Supervises scheduling analysts and resource management specialists.
Develops staffing schedules using forecasts to fit employee needs and call center resources.
Proactively adjusts staffing to match call volume and resources.
Creates forecasts and schedules for LOBs.
Creates client-facing emails and presentations.
Monitors real-time, daily and monthly reports for SLA adherence; recommends adjustments.

🎯 Requirements

Bachelor's degree or equivalent experience.
Minimum of three years work experience in call center workforce management or related field.
Knowledge of major WFM software such as IEX, Aspect, Witness.
Minimum of one year in a leadership role.
Excellent oral and written communication skills.
Strong knowledge of Word, Excel, PowerPoint, and Access.

🎁 Benefits

All application information kept confidential per EEO guidelines.

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