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Workforce Manager
$45,000 - $55,000/Yr
Five Star Call Centers - Sioux Falls, SD
posted about 1 month ago
Full-time - Mid Level
Remote - Sioux Falls, SD
Administrative and Support Services
About the position
The Workforce Manager at Five Star Call Centers is responsible for overseeing workforce planning, forecasting, and staffing models to optimize resource allocation and enhance employee productivity. This role involves collaboration with internal teams and clients to provide actionable insights and ensure compliance with company policies and industry regulations. The position can be performed remotely or on-site in Sioux Falls, SD.
Responsibilities
- Develop and maintain workforce planning, staffing, and forecasting models.
- Analyze data to ensure optimal staffing levels, balancing operational efficiency with employee satisfaction.
- Present workforce strategies, trends, and forecasts to clients and stakeholders in a clear and professional manner.
- Identify and address workforce challenges through data analysis and proactive planning.
- Collaborate with department leaders to align staffing models with business needs and client expectations.
- Ensure compliance with company policies and industry regulations.
- Continuously assess and improve workforce management practices.
- Manage and develop the team of current WFM Analysts.
Requirements
- Strong analytical skills with a keen attention to detail.
- Proficiency in workforce management software and tools (e.g., Excel, Verint, Genesys etc.).
- Excellent communication and presentation skills, with the ability to explain complex data to non-technical audiences.
- Experience in forecasting, data analysis, and workforce optimization.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- Previous experience in the workforce management field required.
- Experience with WFM in a BPO preferred, but not required.
Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Professional development opportunities.
- Collaborative and inclusive company culture.
