Workforce and Reporting Manager – Call Center

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

📋 Description

• Create workforce forecasts and staffing strategies to meet operational needs.

• Oversee employee scheduling and activities aimed at optimizing the workforce.

• Generate operational reports on a daily, weekly, monthly, quarterly, and annual basis.

• Design executive dashboards, performance indicators, and on-demand reports.

• Examine workforce trends, operational data, and essential performance metrics.

• Gather, document, and assess business and technical requirements.

• Set up and maintain workforce management and reporting systems.

• Suggest process enhancements based on data analysis and operational insights.

• Undertake other responsibilities as assigned.

⛳️ Requirements

• A bachelor's degree from an accredited institution.

• At least five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations.

• Familiarity with workforce management software, reporting tools, and Microsoft Excel.

• Excellent analytical, problem-solving, and communication abilities.

• Must fulfill security eligibility criteria.

🏝️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.