Workforce Manager
Core
Manage end-to-end Workforce Management (WFM) & Management Information Systems (MIS) functions including forecasting, capacity planning, scheduling, Real Time Analysis (RTA), and reporting.
Role type
Workforce Manager
Builds
Operational capacity and staffing solutions for call center operations
Domain
Contact Center Operations / Intelligent Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
WFM forecasting, capacity planning, scheduling, RTA, reporting, data analysis, problem-solving
Preferred skills
Coaching, training, project management, independent work
Technologies
MS Office
Responsibilities
Manage WFM & MIS functions, support operations and team members, monitor operational capacity and WFM KPIs, provide coaching and training, maintain and improve WFM processes
Seniority
Mid-level, hands-on IC
Sourced via smartrecruiters · Listed on CareerPlan, which tracks 70,000+ jobs from 20+ sources.
