Workforce Management ManagerVirtualVocations • Grand Prairie, Texas, United States
Workforce Management Manager
VirtualVocations • Grand Prairie, Texas, United States
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A company is looking for a Manager, Workforce Management to oversee capacity planning and scheduling for a call center team.
Key Responsibilities
Develop and manage staffing forecasts and capacity plans based on call volume trends
Oversee scheduling, shift planning, and time-off management to ensure optimal coverage
Monitor performance metrics and adjust resources as needed to meet service level objectives
Required Qualifications
5+ years of experience in workforce management roles within a contact center environment
3+ years in a leadership or management role overseeing WFM functions
Proven expertise in forecasting, scheduling, and real-time management
Strong command of WFM tools and systems
Proficiency in Excel, data analytics, and workforce planning models
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Manager Workforce • Grand Prairie, Texas, United States
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