Workforce Management Team Leader

A company is looking for a Workforce Management Contact Center Operations Team Leader.



Key Responsibilities

Manage workforce planning activities, including forecasting and scheduling for a multi-skilled contact center
Optimize the Five9 WFM solution and implement standard operating procedures for operational efficiency
Develop training materials for the WFM team and collaborate with business partners on contact center KPIs


Required Qualifications and Education

Bachelor's Degree or equivalent work experience
8+ years of experience managing a WFM team in forecasting, scheduling, and adherence
5+ years of experience with Five9 WFM system administration
5+ years of hands-on experience with ACD systems (Five9)
Deep understanding of cost drivers in contact center operations