Workforce Manager (Call Center)

ID
2023-37176
Category
Other Admin
Employment Type
Full-Time
Location : Location
US-

Overview

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.

Responsibilities

  • 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

Qualifications

  • 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

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