Call Center Workforce Management Manager (North Lauderdale)
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
- Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews and management of TP Security procedures, etc.
- Responsible for the team's defined objectives as required by client and internal leadership by providing motivation and building high performing teams
- Identify areas of opportunity and implement innovative solutions to maximize efficiency
- Oversee the accurate compilation and distribution of information and reports to key stakeholders including internal and external leaders
- Coordination of operations, account management, recruiting, training and other internal departments to ensure all staffing related client objectives are met
- Participate in and lead meetings with clients and internal stakeholders as required to manage staffing plans and performance
- Responsible for identifying challenges and risks to be escalated to WFM director for awareness and resolution
- Performs other duties as assigned by WFM director or other members of management
- Minimum 3 years call center experience and 2 years WFM experience
- Ability to understand, analyze and report on call center metrics
- Must demonstrate strong analytical, numerical and problem-solving skills
- Ability to define problems, collect data, establish facts and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
- Excellent verbal and written communication skills with the ability to effectively present information across all levels of the organization
- Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment
- Must be able to provide leadership and direction to mission control analysts, scheduling analysts and coordinators to drive efficiency and optimize service delivery
- Proficient in MS Excel and WFM Software utilized by projects being managed (i.e., Blue Pumpkin, IEX, Aspect, etc.)
- Flexible schedule and impeccable attendance record
Soft Skills
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
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