Workforce Management Manager

Virtual Vocations Inc

Leading workforce planning and performance management, the full-time remote Manager of Workforce Management will oversee staffing, forecasting, and scheduling for a high-volume pet insurance contact center while collaborating with various operational teams to enhance productivity and customer experience. Key responsibilities Lead and develop a team focused on forecasting, scheduling, and real-time performance management Analyze historical data to create short-term and long-term staffing forecasts that meet service level and operational goals Monitor contact center performance and implement intraday actions to balance customer demand and staffing availability Required qualifications 7+ years of experience in workforce management or contact center operations 3+ years of people leadership experience in workforce management roles Strong knowledge of workforce management practices, including forecasting and scheduling Experience in a high-volume, multi-skilled contact center environment Proficiency with workforce management platforms and Microsoft Office tools

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