Experience in workforce management within a call center environment.
Strong analytical skills with proficiency in Excel and reporting tools.
Familiarity with workforce management systems (e.g. Genesys).
Ability to interpret data, identify trends, and recommend operational improvements.
Strong communication skills, with preference for experience supporting government contracts.
Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field.
Responsibilities
Manage forecasting and staffing processes for efficient CSR utilization.
Develop and maintain staffing and scheduling plans on annual, weekly, and daily bases.
Collaborate with Program and Operations Managers to assess future staffing needs.
Monitor performance against targets and implement corrective actions as needed.
Review and recommend improvements for workforce management tools.
Conduct assessments to enhance forecasting, scheduling, and staffing processes.
Produce and manage various performance reports for internal and external stakeholders.
Benefits
Remote work flexibility.
Opportunity to work on government contracts.
Engagement with a dynamic call center environment.
Professional development opportunities in workforce management.
Collaboration with leadership and program officials.
Full Job Description
Location: Remote
Workforce and Reporting Manager
We are seeking a Workforce and Reporting Manager to support a government-contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service-level requirements, and provides accurate operational reporting to internal leadership and government program officials.
Key Responsibilities:
Manage forecasting and staffing processes to ensure efficient, cost-effective CSR utilization.
Develop and maintain annual, weekly, and daily staffing and scheduling plans.
Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations.
Monitor performance against targets, identify gaps, and implement corrective actions.
Review workforce management tools and recommend improvements to enhance accuracy and efficiency.
Conduct ongoing assessments to improve forecasting, scheduling, and staffing processes.
Produce and manage required reports, including:
Daily and weekly performance reports
Monthly invoice progress reports
Quarterly work breakdown structure (WBS) reports
Annual summaries
Ad hoc and special-request reports
Coordinate with government program officials regarding reporting requirements and status updates.
Qualifications:
Experience in workforce management within a call center environment.
Strong analytical skills with proficiency in Excel and reporting tools.
Familiarity with workforce management systems (e.g. Genesys).
Ability to interpret data, identify trends, and recommend operational improvements.
Strong communication skills and experience supporting government contracts is preferred.
Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.
