We are currently seeking a highly skilled and experienced Workforce Manager to join our dynamic team. As a Workforce Manager, you will play a pivotal role in optimizing staffing, enhancing operational efficiency, and ensuring exceptional customer service within our call center.

Responsibilities:
         1. Staff and Scheduling Management:
• Develop and implement workforce management strategies to ensure optimal staffing levels and labor cost efficiency.
• Create efficient schedules that align with call center demand while minimizing overstaffing or understaffing.
• Monitor and adjust staffing levels based on real-time call volume and business needs.
 

         2. Partnership Management:
• Serve as the primary point of contact for strategic external call center partnerships.
• Collaborate with partner organizations to ensure seamless operations and effective communication.
 

         3. Forecasting and Planning:
• Leverage historical call volume data to forecast future demand.
• Collaborate cross-functionally to gather information that may impact call center supply and demand.
• Develop staffing plans and resource allocation strategies based on accurate forecasts.
 

         4. Performance Monitoring:
• Track and analyze key performance indicators (KPIs) related to workforce productivity, quality, and efficiency.
• Identify areas for improvement and create actionable improvement plans.
• Regularly report performance metrics to management.
 

         5. Dialer Administration:
• Collaborate with our dialer team to manage day-to-day dialer operations.
• Handle user creation and maintenance within the dialer system.
• Set up new campaigns and execute dialer optimizations for maximum efficiency.
 

         6. Training and Development:
• Develop comprehensive call center training materials.
• Facilitate training sessions to ensure agents are adequately prepared for their roles.
• Provide ongoing coaching and feedback to enhance agent skills and performance.
 

         7. Compliance and Quality Assurance:
• Oversee adherence to all call center policies and best practices.
• Implement quality assurance measures to maintain high standards of service delivery.
• Ensure compliance with regulatory requirements.
 

         8. Continuous Improvement:
• Implement solutions to enhance overall call center performance and customer satisfaction.
• Analyze performance reporting data and present findings to management.
• Address and resolve workforce-related issues promptly and efficiently.
• Identify opportunities for process improvement and implement best practices.
• Stay updated on industry trends and new technologies to enhance call center operational effectiveness.