Workforce Manager
NCO Group - Saint Joseph, MO

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NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO currently provides services through offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.

Principal Responsibilities

Oversee the daily activities and operations of the Workforce teams including training, development and performance reviews.

Develop processes and procedures to ensure maximum efficiency and effectiveness of team.

Analyze performance data to develop and implement strategies to affect operational change.

Develop and maintain applications as needed to track all necessary components such as, time off and shift change requests.

Update and maintain scheduling software as needed.

Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.

Organize and create methods in communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels.

Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.

Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with NCO policies and procedures.

Participation in Company Programs must meet minimum performance standards.

Accountable for all decisions, actions, and directives with respect to job responsibilities.

Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.

Follow up in a timely manner to ensure customer satisfaction.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.


Bachelor's Degree or equivalent in relevant work experience.

4 years of related management experience required. 5 years of related management experience preferred.

Experience in customer service and/or call centers and a strong knowledge of scheduling software/tools required.

Familiarity with scheduling/hiring to meet staffing requirements on an interval basis preferred.

Ability to prioritize and work in a multi-tasked environment.

Ability to adapt to a flexible schedule.

Proficient personal computer skills, including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Work Environment

Office environment.

Ability to lift and/or move 20 pounds with or without accommodation.

We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.



Workforce Management

Primary Location


Work Locations

St. Joseph, MO

4315 Pickett Road

Saint Joseph


Employee Status




Job Level



Day Job

Education Level

Bachelor's Degree (±16 years)

About this company
199 reviews
NCO Group, Inc. (NCO) is a holding company and conducts substantially all of its business operations through its subsidiaries. NCO is a...