Workforce Manager (Call Center)

American Residential Services, a national leader in the home services industry, is seeking a Workforce Manager to work closely with the Sr. Director, Call Center Operations and Regional Call Center Managers to ensure the effective utilization of resources dedicated to call center operations.

• Partner with Corporate and Regional Call Center Leadership to ensure the effective utilization of call center resources through capacity modeling
• Oversee call center productivity by assessing, analyzing, and reporting employee productivity at the individual, departmental 
• Build out call volume forecasts and make real time adjustments to provide recommendations of staff planning and optimal scheduling
• Measure and account for shrinkage
• Provide company leaders with efficiency updates and uphold high customer service standards through real-time monitoring and other methods
• Assist with scheduling, process time-off requests, and generate reports to show productivity and performance changes
• Utilize workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account
• Other duties as assigned

• Bachelor’s degree or equivalent experience
• 3+ years of workforce or resource management experience
• Strong computer proficiency
• Experience utilizing workforce management tools/software such as Avaya, Genesys
• Ability to travel 25%
• Analytical; with the ability to give, receive and interpret information to determine the root problem and bring issues to a successful conclusion
• Organized and flexible with the ability to multi-task, prioritize projects and meet deadlines, often with interruptions, changing circumstances, in a fast-paced work environment