Manager, Contact Center Operations – Workforce Enablement, Engagement & Insights

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead the workforce planning, manage real-time operations, oversee service-level performance, conduct contact center analytics, and administer incentives.

• Create both short-term and long-term forecasts for contact volume across various queues and channels.

• Analyze historical trends, seasonality, business drivers, and planned initiatives to ascertain staffing needs.

• Develop and refine schedules in line with projected demand and service-level objectives.

• Manage shift bids, time-off requests, holiday schedules, shrinkage assumptions, and capacity scenarios.

• Identify potential workforce risks and propose hiring, staffing, scheduling, or workload adjustments.

• Monitor contact volumes, staffing levels, schedule adherence, queue status, and service-level performance.

• Direct intraday staffing measures and relay recovery strategies to operational leadership.

• Set operational rhythms, escalation thresholds, and decision-making protocols to achieve service-level goals.

• Conduct root-cause analyses and implement corrective actions for variations in service-level and workforce performance.

• Generate and oversee daily, weekly, and monthly reports on forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational metrics.

• Transform contact center data into actionable insights, risks, trends, and recommendations.

• Enhance reporting consistency, metric definitions, data quality, and the accessibility of operational information.

• Collaborate with stakeholders on workforce decisions, operational planning, and ongoing improvement analyses.

• Manage contact center incentive programs, including setup, participant tracking, results validation, and reporting.

• Ensure controls and documentation are in place for accurate incentive outcomes.

• Assess incentive program results and suggest enhancements.

• Lead, coach, and develop members of the workforce management team.

• Optimize workforce management tools, reporting solutions, and operational processes.

• Act as a liaison between Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units.

• Establish procedures, documentation, quality controls, and backup coverage for essential activities.

• Assist in planning and monitoring outbound enrollment campaigns.

⛳️ Requirements

• A Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience.

• A minimum of five years of workforce management experience in a contact center setting, encompassing forecasting, scheduling, and real-time management.

• Proficiency with workforce management platforms and contact center reporting or analytics tools.

• Strong analytical skills with proven experience in interpreting complex operational data and translating findings into sound business decisions.

• Experience in leading and developing workforce management, real-time, or analytics professionals.

• Familiarity with service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy.

• Preference for candidates with experience in administering performance-based programs or incentives.

• Exceptional communication, leadership, stakeholder-management, and problem-solving abilities.

• Capacity to perform effectively under pressure, manage competing priorities, and deliver precise, timely results.

• Access to reliable, high-speed internet with sufficient bandwidth (25/25 Mbps).

• A private workspace equipped with a desk and chair, free from distractions.

🏝️ Benefits

• Fully remote, 100% Virtual Work from Home company.

• Company-sponsored health, dental, life, long-term disability, and additional insurance benefits.

• 401k company match with immediate vesting.

• Competitive Paid Time Off.

• Paid Parental Leave.

• Tuition Reimbursement.

• Company-provided computer equipment.