Workforce Manager

The Workforce Manager is responsible for planning, organizing, securing, and managing Call Center staffing resources to ensure the successful achievement of Call Center goals and objectives while meeting call and chat volume demands.

Requirements

• Bachelor’s degree from an accredited college or university in a related field.
• Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
• Minimum of two years of supervisory experience leading teams.
• Strong knowledge of call center operations and workforce management practices.
• Strong analytical skills with the ability to interpret operational and staffing data.
• Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.
• U.S. citizenship and fluency in English required.
• Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
• Ability to maintain and retain suitability investigation and clearance as required.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Benefits

• 401k Matching
• Retirement Plan