Workforce Manager
Hybrid
Core
Manage resourcing and rostering requirements for a high-volume legal help contact centre to meet budgets and forecasts.
Role type
Senior Workforce Manager (Contact Centre)
Builds
Efficient workforce strategies and operational service delivery
Domain
Legal services / Contact Centre Operations
Required skills
Workforce planning and rostering, Contact centre methodologies, Workforce management software (forecasting/scheduling), Data analysis and forecasting, Strategic advice
Preferred skills
Genesys experience, End-to-end workforce management implementation
Responsibilities
Manage resourcing and rostering to meet budgets and forecasts, Lead review and implementation of workforce management strategy, Examine workforce trends and extract insights, Provide strategic advice to leadership team
Seniority
Senior, hands-on IC
