Summary
The Workforce Management & Insights Manager leads workforce management for a Client Relations Center in Grand Prairie, Texas. This role oversees forecasting, scheduling, capacity planning, reporting, and analysis while managing a team of WFM Specialists. The manager uses data and cross-functional collaboration to improve staffing, service levels, efficiency, and customer satisfaction.
Responsibilities
- Own workforce management processes and tools, including forecasting, scheduling, reporting, and analysis.
- Develop capacity plans using Erlang to support optimal staffing and service delivery.
- Lead, mentor, and develop a team of Workforce Management Specialists.
- Create metrics, reports, and dashboards to measure WFM performance and identify improvement opportunities.
- Partner with cross-functional teams on workforce management practices, scheduling, and special projects.
- Ensure workforce management processes meet compliance and security standards.
Requirements
- At least 6 years of workforce management experience, including a minimum of 3 years leading WFM teams.
- Experience in an omnichannel contact center, across inbound and outbound customer interactions.
- Strong knowledge of workforce management principles, critical thinking, organization, and communication skills.
- Proficiency with workforce management software such as Calabrio, NICE IEX, Verint, or Aspect.
- Ability to lead and collaborate with cross-functional teams.
- Lean Six Sigma Black Belt, PMP, COPC, or Customer Experience certifications are preferred.
Workforce Management & Insights Manager in grand prairie at Unknown Company
This position is listed as full time and onsite.