ATL311 Workforce Management Manager
About The Position
The Workforce Management Manager position will be responsible for leading the Workforce Management team in real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, escalations, and email volume. The position will have high visibility to all the operations teams. This position requires the ability to lead in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as a leader to the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department is vital. You will lead a team that works closely with Atlanta 311 leadership team and other business partners to deliver quality services to our City of Atlanta citizens and communities.
Requirements
- Ability to lead in a fast-paced contact-center environment
Responsibilities
- Lead the Workforce Management team in real time monitoring of service levels and site performance
- Ensure effective management of the incoming and outbound phone, chat, escalations, and email volume
- Provide daily recommendations on staffing optimizations that drive positive service level performance
- Recognize issues within the operational workflow
- Assist in troubleshooting and escalating to the appropriate department
- Work closely with Atlanta 311 leadership team and other business partners to deliver quality services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
