Description

You will lead workforce operations and manage a team of analysts within a contact center environment.

Responsibilities

• Lead and manage a team of Workforce Analysts and Leaders to ensure end-to-end service delivery across multiple campaigns.
• Conduct monthly performance feedback sessions to align team members with established goals.
• Establish KPIs and monitor compliance, performance, and risk to communicate results to the team.
• Analyze workforce data to develop action plans and resolve service level or delivery issues.
• Provide client-facing support and participate in business reviews.

Required Skills

• 5+ years of experience in workforce management.
• Proven experience managing workforce operations.
• Ability to lead and manage Workforce Analysts.
• Proficiency in using mathematical models to optimize operations.
• Advanced skills in Microsoft Excel for data analysis.
• Ability to deliver clear presentations and reports using PowerPoint.
• Experience managing service delivery in a contact center environment.
• Any Graduate degree.

Key Skills

Education

Any Graduate