Remote Call Center Manager

Summary

Join PerfectServe as a Leader of Workforce Management and play a pivotal role in optimizing workforce efficiency and operational performance within our organization.

Requirements

• Bachelor’s degree in Business Administration, Human Resources, or a related field. Advanced degree or certifications (e.g., PMP, SHRM) preferred
• Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role
• Proven track record of developing and implementing workforce strategies that drive operational efficiencies and enhance service delivery
• Strong analytical skills and proficiency in workforce management software (e.g., Verint, Aspect, Kronos, five9 WFM) and Microsoft Excel for data analysis
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders and build effective working relationships
• Demonstrated leadership qualities, including the ability to inspire and motivate a team towards achieving common goals
• Ability to thrive in a dynamic, fast-paced environment with changing priorities and tight deadlines

Responsibilities

• Develop and implement workforce management strategies aligned with business objectives and operational needs
• Forecast staffing requirements based on historical data, business trends, and seasonal fluctuations
• Optimize workforce scheduling to maximize efficiency and meet service level targets
• Monitor real-time metrics and adjust staffing levels as needed to maintain optimal performance
• Track key performance indicators (KPIs) related to workforce productivity, adherence to schedules, and service delivery metrics
• Analyze data and trends to identify opportunities for improvement and operational efficiencies
• Foster a culture of collaboration, continuous learning, and professional growth within the team
• Collaborate closely with Operations, HR, Customer Support, and other departments to align workforce strategies with organizational goals
• Communicate effectively with stakeholders at all levels to ensure alignment and support for workforce management initiatives