Workforce Manager - Call Center
Kaplan - Orlando, FL

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Purpose of Job: The Workforce Manager will be responsible for the daily operational oversight of the workforce management application as it applies to call center operations. Responsibilities: · Responsible for the development and management of the Genesys Workforce Management application as it applies to call center operations · Collaboration with leadership team to meet service level agreements · Primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources · Reporting and analysis required to manage these processes efficiently · Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business' ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management · Responsible for directing the work of secondary responsibilities that are unique to individual business units. Requirements:
Bachelors Degree required
Experience with scheduling, forecasting, and workforce management software
Exceptional knowledge of MS Office products and familiarity with database concepts
Demonstrated analytical and problem solving skills
Proven communication skills: verbal, written, and interpersonal
Proven leadership skills
Financial analysis skills
Experience with forecasting methods and concepts
Experience with real-time management techniques.

Kaplan - 18 months ago - save job - block
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