Found Description
The Workforce Manager will oversee a team of WFM personnel that are responsible for all facets of workforce scheduling. He or she will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.
Responsibilities
- Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
- Identify and resolve technical, operational and organizational issues outside of own team.
- Monitor the training, development, and performance of employees; provide consistent c...