Contact Center Workforce Manager - Virginia Beach Virginia

Company: VirtualVocations
Location: Virginia Beach, Virginia
Posted On: 01/29/2025

A company is looking for a Manager of Workforce Management for their Contact Center.



Key Responsibilities

Manage a team utilizing workforce management tools to forecast call/digital volumes and schedule resources
Analyze contact center performance and create capacity models for performance maximization
Drive continuous improvement initiatives and collaborate with leadership for workforce planning efficiency


Required Qualifications

Bachelor's degree in a related field (Business, Mathematics, Statistics, etc.) preferred
2+ years of experience leading a WFM team in a contact center environment
5+ years of contact center workforce management experience in a mid-sized environment
Familiarity with CXone, IEX, or similar contact center software
Strong project management skills with a proven track record of delivering complex programs on time More...

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