Senior Workforce Management Professional
New
J
JobgetherContact Center Operations
Fully remote role within the U.S.Full-TimeSenior
Salary$71,100–$97,800 per year
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Job Details
- Experience
- 5+ years of professional experience in Workforce Management; at least 2 years of hands-on experience with call center forecasting.
- Required Skills
- Project ManagementData AnalysisMicrosoft Excel
Requirements
- 5+ years of professional experience in Workforce Management.
- At least 2 years of hands-on experience with call center forecasting.
- Demonstrated experience using workforce management platforms such as Aspect, NICE, IEX, and/or Genesys.
- Strong knowledge of Microsoft Word, Excel, and PowerPoint.
- Strong analytical, critical-thinking, and problem-solving capabilities.
- Excellent written and verbal communication skills.
- Ability to manage multiple projects, priorities, and deadlines.
- Strong attention to detail and commitment to data accuracy.
- Reliable internet connection (min 25 Mbps download / 10 Mbps upload).
- Dedicated workspace suitable for confidential work.
- Ability to travel occasionally for training or business meetings.
Responsibilities
- Develop and maintain comprehensive workforce forecasting models to predict contact volumes, average handle time, and staffing requirements.
- Determine annual, monthly, daily, and intraday staffing needs by analyzing contact center statistics and business demand drivers.
- Collaborate with tactical workforce management teams and operational leaders to align workforce plans with business priorities.
- Partner with cross-functional stakeholders including marketing, HR, finance, and IT to identify activities affecting forecasts.
- Analyze forecast results to provide actionable reporting and insights to improve forecasting methodology.
- Balance projected customer demand with agent capacity to meet service-level, utilization, and budget objectives.
- Conduct workforce simulations and scenario analysis to assess the impact of business strategies.
- Maintain and optimize workforce management platforms including Aspect and Genesys.
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