**Position Summary**
Manager, Workforce Management serves as a business leader who will be responsible for building, managing and owning workforce management strategy, process, and execution across the contact center universe.
Fully responsible for achieving regulatory service level requirements through maximized utilization of resources.
Ongoing responsibilities will also focus on long-term operations, capacity planning, processes, and tool development to optimize our staffing strategy.
**Key Responsibilities**:
- Maintain a working knowledge of the entire call center operation as well as project operation.
- Maintain short-term or long-term staffing forecast guide.
- Review the reporting of workforce planning strategy through local workforce teams and plan accordingly.
- Oversee forecast of call volumes, analyze historical call volume; project budgetary expenses, determine future costing.
- Oversees necessary projects that are required from a te...