Workforce Operations Manager

• Manage the Workforce Management team, providing coaching, development and performance management.

• Assist in the development and execution of the workforce strategy in alignment with operational goals.

• Analyze reports and data to evaluate operational effectiveness including identifying strengths and process improvement opportunities.

• Support and communicate the long-term strategic vision of workforce management across multiple contact center locations.

• Work with customer service leaders to enhance communication and adherence to WFM processes across our 13 North American branches.

Minimum Requirements

• Bachelor’s degree.

• 3+ years of operations or customer service leadership experience in coaching, developing and motivating a team.

• 3+ years of experience using workforce management (WFM) scheduling software. NICE WFM (IEX) system experience preferred.

• Ability to evaluate data to identify trends.

• Excellent problem-solving, organizational and communication skills.