Workforce Manager

The Workforce Manager is responsible for overseeing the workforce planning and scheduling functions in our call center to ensure optimal staffing levels, service delivery and sales results. This role involves analyzing customer contact patterns, outbound contact success trends and developing strategies to increase contact rates that lead to sales success. Developing efficient dashboards and reports for leadership to make informed decisions is critical to the role. The Workforce manager will lead adoption and execution of new AI based technology platforms to improve sales outcomes, customer experience and improved efficiency. This role will welcome opportunities to engage and support the business well beyond that of the traditional contact center workforce manager. Ideal candidates will have omni channel WFM experience (Voice/Chat/SMS/Email/Video) as well as experience with AI based solutions.

KEY RESPONSIBILITIESWorkforce Management

• Monitor real-time call center performance metrics.

• Leverage and teach automation capabilities within WFM Platform so leaders take a greater role in adherence accountability

• Design forecasts and models to optimize staffing levels that deliver great customer experiences

Customer Journeys

• Build WFM operations to provide critical insights to the business that drive meaningful improvements in the customer journey

• Initiate, deploy and monitor AI Agent solutions to meet customer and business needs

• Monitor and adjust customer journeys to ensure frictionless experiences.

Business Insights

• Leverage analytics available in the telephony technology stack to provide recommendations to the business that increase sales, improve the customer experience and reduce costs.

• Ability to translate WFM principles and analytics into actionable behaviors for leaders

• Partner with Sales and Operations leaders to translate workforce insights into strategies that optimize productivity and conversion.

• Develop and communicate performance scorecards for leadership to monitor key KPIs (AHT, adherence, occupancy, service levels, sales conversion).

• Serve as a trusted advisor to the VP of Contact Centers on labor planning, performance trends, and technology investments

Technology, Architecture and Operations

• Build the future looking WFM operation that is a value add to the business

• Maximize the latest technology and embrace AI based solutions to as many problems as possible.

• Drive adoption of AI-based scheduling, call routing, and forecasting tools to improve efficiency and customer experience.

• Partner with vendors and internal teams to evaluate emerging AI-driven contact optimization tools.

• Thought leader on contact center technology and process best practices

• Ensure compliance with applicable state and federal consumer contact regulations

Additional Responsibilities

• Perform other duties and special projects as assigned.