To build and lead a new Workforce Management function, the full-time remote Florida Workforce Management Manager will manage forecasting, scheduling, and real-time operations while developing processes and technology to enhance the contact center's performance.
Key responsibilities:
Build and lead the Workforce Management function, including processes, standards, and team structure
Create forecasts for lead volume, staffing needs, and service levels while designing schedules that align staffing with demand
Own workforce technology and develop dashboards and reporting for leadership decision-makingRequired qualifications 5+ years of Workforce Management experience in a contact center
3+ years leading workforce planning, forecasting, scheduling, or real-time operations
Experience managing Workforce Analysts, Schedulers, or similar teams
Strong forecasting, capacity planning, and staffing-model skills
Hands-on experience with workforce management platforms such as Five9, NICE IEX, or similar
