Workforce Manager
vor 3 Wochen
We are on the lookout for a Workforce Manager. You will play a key role in managing the workforce planning and optimization processes, ensuring the right staff are in place to meet service level agreements and operational goals.
Requirements
- Minimum of 5 years of experience in workforce management within a contact center or similar environment.
- Strong understanding of workforce management principles, tools, and methodologies.
- Experience with workforce management software such as Aspect, Verint, or Genesys.
- Proven ability to analyze data, forecast demand, and develop staffing plans.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Knowledge of service level agreements (SLAs) and key performance indicators (KPIs).
- Experience in training and mentoring workforce management staff.
- Bachelor's degree in a related field is preferred.
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