We are seeking a highly skilled Director to lead the planning, scheduling, and optimization of workforce operations in our call center.
Requirements
- Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs
- Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals
- Design and optimize outbound dialing strategies to improve connect rates
- Apply lead scoring and call prioritization methods to maximize conversion rates
- Define and track performance KPIs for outbound operations
- Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections
- Anticipate workload fluctuations and ensure adequate staffing to meet demand while maintaining cost efficiency
- Design and monitor schedules to ensure optimal shift coverage and operational performance
- Manage real-time adjustments to address unexpected demand changes or staffing issues
- Track and analyze key call center metrics
- Provide actionable insights and recommendations through detailed reporting and data analysis to drive continuous improvement
- Ensure effective utilization of WFM tools and software to enhance operational efficiency
- Identify and implement process improvements and automation opportunities to streamline workflows
- Lead and mentor a Workforce Management team, fostering a culture of high performance and continuous learning
- Provide coaching and professional development to strengthen team capabilities and ensure operational excellence