workforce team ManagerICONNECT CONVERGENCE INC.

The Workforce Manager leads a team of Schedulers and manages the department's capacity planning. Works with cross-functional teams and determine service agreements. Deliver accurate staffing plans and resource requirements to enable optimal call center operations. Design, implement and manage an efficient workforce scheduling process that meets the needs of senior operational leaders.
Requirements
Bachelor's degree with 3 to 5 yrs of call center experience in specific Management level responsibilities for workforce scheduling and workload management.
Proven ability to assess operating statistics and to develop staffing and scheduling strategies that improve call center service delivery
Formal training and proven experience in utilizing workforce management and call center forecasting applications.
Extensive familiarity with call center software applications and processes.
Ability to manage direct reports for effective use of applications, in order to sustain achievement of call center objectives
Strong quantitative and analytical skills with the ability to apply this efficiently to solve problems