Workforce Planning Manager

Company Overview:

We are a rapidly growing contact center, providing outstanding customer service to our clients. Our team is dedicated to providing exceptional support and maintaining strong labor rates. As we continue to grow, we are looking for a Contact Center Workforce Manager to join our team and help us achieve our goals.

Workforce Manager - Job Description

The Workforce Manager objective is to be responsible for forecasting, scheduling and staffing, reporting and execution of all items related to workforce.

This position is responsible for understanding call volume demand and directs the scheduling of sufficient staff and training for appropriate skills-based routing based on historical and anticipated volume. The position additionally analyzes real time and historical Workforce data to identify opportunities and improve performance. zAdditionally, the Workforce Manager reports directly to the Call Center Manager to achieve KPIs and discuss the continual development of the department.

Workforce Manager - Primary Responsibilities

• Management and administration of our workforce software
• Handling the collection and analysis of all data including
• Forecasting
• Scheduling
• Schedule adherence
• Collaboration with all departments regarding this data
• Collaboration with HR, Recruiting and Training to coordinate the proper hiring and training efforts
• Supervising your Workforce Analysts and their duties
• Any additional duties assigned to you by the Upper Management

Competencies

• Problem Solving
• Positive Attitude
• Accountability
• Time Management
• Judgement/Decision Making
• Attention to Detail

Experience

Education and Experience commensurate with a 2 or 4 year degree; Finance, Statistics, or Mathematics degree preferred or 5+ years of experience in planning, forecasting, monitoring, and analysis of customer contacts in a call center environment.

Supervisory Responsibility
This position has direct management responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work
This is a full-time position. Hours of work may vary. flexibility is required. May be required to work some Saturday's.

Travel
No travel is expected.

AAP/EEO Statement
Dealer’s Greatest Assets provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to the job requirements, genetic information, military service, or other protected status.

If you are passionate about providing outstanding customer service, have a track record of success in workforce management, and are looking for a challenging and rewarding career opportunity, please apply now.

Job Types: Full-time, Part-time

Salary: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Bonita Springs, FL: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Workforce management: 4 years (Preferred)
• Call center: 2 years (Preferred)

Work Location: In person