The Workforce Management Operations Manager will be responsible for developing and implementing workforce strategies in coordination with business line leaders to ensure optimal staffing plans are in place to support the stated goals and objectives. Will provide data and analysis on key workforce performance indicators and drive daily reviews on results, allowing for informed decisions to be made for future actions and planning. Results will be accomplished through the effective management of staff that may range from lower level non-exempt through exempt level professionals.
Maintain a working knowledge of all aspects of call center operations to support optimized staffing needs
Provide leadership to the Workforce Management team, ensuring knowledge and adherence to published policies and procedures
Analyze key workforce metrics and engage business line leaders on recommendations to optimize staffing plans within the call centers
Manage daily real-time monitoring and scheduling activities, with a goal of optimizing schedule efficiencies across all call centers