Manager, Contact Center Operations – Workforce Enablement, Engagement & Insights

Job Description:

• Lead workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration
• Develop short-term and long-term contact-volume forecasts across all queues and channels
• Analyze historical trends, seasonality, business drivers, and planned initiatives to determine staffing requirements
• Create and optimize schedules aligned with forecasted demand and service-level targets
• Oversee shift bids, time-off planning, holiday schedules, shrinkage assumptions, and capacity scenarios
• Identify workforce risks and recommend hiring, staffing, scheduling, or workload adjustments
• Monitor contact volumes, staffing, schedule adherence, queue conditions, and service-level performance
• Direct intraday staffing actions and communicate recovery plans to operational leadership
• Establish operating rhythms, escalation thresholds, and decision protocols for service-level attainment
• Conduct root-cause analysis and drive corrective actions for service-level and workforce performance variances
• Produce and govern daily, weekly, and monthly reporting on forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational measures
• Translate contact center data into insights, risks, trends, and recommendations
• Improve reporting consistency, metric definitions, data quality, and accessibility of operational information
• Partner with stakeholders on workforce decisions, operational planning, and continuous improvement analyses
• Administer contact center incentive programs, including setup, participant tracking, results validation, and reporting
• Maintain controls and documentation for accurate incentive outcomes
• Evaluate incentive program results and recommend improvements
• Manage, coach, and develop workforce management team members
• Optimize workforce management tools, reporting solutions, and operating processes
• Liaise among Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units
• Establish procedures, documentation, quality controls, and backup coverage for critical activities
• Support outbound enrollment campaign planning and monitoring

Requirements:

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience
• Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management
• Experience using workforce management platforms and contact center reporting or analytics tools
• Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions
• Experience leading and developing workforce management, real-time, or analytics professionals
• Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy
• Experience administering performance-based programs or incentives is preferred
• Excellent communication, leadership, stakeholder-management, and problem-solving skills
• Ability to operate effectively under pressure, balance competing priorities, and deliver accurate, timely results
• Reliable, high-speed internet with sufficient bandwidth (25/25 Mbps)
• Private workspace with a desk and chair that is free from distraction

Benefits:

• Fully remote, 100% Virtual Work from Home company
• Company sponsored health, dental, life, long term disability and other insurance benefits
• 401k company match with immediate vesting
• Competitive Paid Time Off
• Paid Parental Leave
• Tuition Reimbursement
• Company-provided computer equipment

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