Remote Call Center Manager (Workforce and Reporting)

TechOp Solutions International

13d • Remote

About The Position

TechOp Solutions International is seeking an experienced Remote Workforce and Reporting Manager to support a high-volume, remote call center. The Workforce and Reporting Manager oversees workforce planning, scheduling, forecasting, operational reporting, and business intelligence activities. This role ensures staffing resources align with operational demand while providing timely and accurate reporting to support management decision-making.

Requirements

• Bachelor's degree from an accredited institution.
• Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations.
• Experience with workforce management software, reporting tools, and Microsoft Excel.
• Strong analytical, problem-solving, and communication skills.
• Must meet security eligibility requirements.

Responsibilities

• Develop workforce forecasts and staffing plans to support operational requirements.
• Manage employee scheduling and workforce optimization activities.
• Produce daily, weekly, monthly, quarterly, and annual operational reports.
• Develop executive dashboards, performance metrics, and ad hoc reporting.
• Analyze workforce trends, operational data, and key performance indicators.
• Collect, document, and evaluate business and technical requirements.
• Configure and maintain workforce management and reporting systems.
• Recommend process improvements through data analysis and operational insights.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager