Manager, Contact Center Operations – Workforce Enablement, Engagement & Insights
Job Description:
- Lead workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration
- Develop short-term and long-term contact-volume forecasts across all queues and channels
- Analyze historical trends, seasonality, business drivers, and planned initiatives to determine staffing requirements
- Create and optimize schedules aligned with forecasted demand and service-level targets
- Oversee shift bids, time-off planning, holiday schedules, shrinkage assumptions, and capacity scenarios
- Identify workforce risks and recommend hiring, staffing, scheduling, or workload adjustments
- Monitor contact volumes, staffing, schedule adherence, queue conditions, and service-level performance
- Direct intraday staffing actions and communicate recovery plans to operational leadership
- Establish operating rhythms, escalation thresholds, and decision protocols for service-level attainment
- Conduct root-cause analysis and drive corrective actions for service-level and workforce performance variances
- Produce and govern daily, weekly, and monthly reporting on forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational measures
- Translate contact center data into insights, risks, trends, and recommendations
- Improve reporting consistency, metric definitions, data quality, and accessibility of operational information
- Partner with stakeholders on workforce decisions, operational planning, and continuous improvement analyses
- Administer contact center incentive programs, including setup, participant tracking, results validation, and reporting
- Maintain controls and documentation for accurate incentive outcomes
- Evaluate incentive program results and recommend improvements
- Manage, coach, and develop workforce management team members
- Optimize workforce management tools, reporting solutions, and operating processes
- Liaise among Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units
- Establish procedures, documentation, quality controls, and backup coverage for critical activities
- Support outbound enrollment campaign planning and monitoring
Requirements:
- Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience
- Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management
- Experience using workforce management platforms and contact center reporting or analytics tools
- Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions
- Experience leading and developing workforce management, real-time, or analytics professionals
- Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy
- Experience administering performance-based programs or incentives is preferred
- Excellent communication, leadership, stakeholder-management, and problem-solving skills
- Ability to operate effectively under pressure, balance competing priorities, and deliver accurate, timely results
- Reliable, high-speed internet with sufficient bandwidth (25/25 Mbps)
- Private workspace with a desk and chair that is free from distraction
Benefits:
- Fully remote, 100% Virtual Work from Home company
- Company sponsored health, dental, life, long term disability and other insurance benefits
- 401k company match with immediate vesting
- Competitive Paid Time Off
- Paid Parental Leave
- Tuition Reimbursement
- Company-provided computer equipment
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