Workforce and Reporting Manager – Call Center

Responsibilities

• Develop workforce forecasts and staffing plans to support operational requirements.
• Manage employee scheduling and workforce optimization activities.
• Produce daily, weekly, monthly, quarterly, and annual operational reports.
• Develop executive dashboards, performance metrics, and ad hoc reporting.
• Analyze workforce trends, operational data, and key performance indicators.
• Collect, document, and evaluate business and technical requirements.
• Configure and maintain workforce management and reporting systems.
• Recommend process improvements through data analysis and operational insights
• Perform additional duties as assigned

Requirements

• Bachelor's degree from an accredited institution.
• Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations.
• Experience with workforce management software, reporting tools, and Microsoft Excel.
• Strong analytical, problem-solving, and communication skills.
• Must meet security eligibility requirements.

Core Competencies

Demonstrates expertise in workforce management, including forecasting, scheduling, and optimization. Proficient in data analysis and reporting, with a strong focus on performance metrics and operational insights.