Content Conspiracy

Workforce Resource Manager

Content Conspiracy

full-time

Posted on:

Origin:  • 🇺🇸 United States • Colorado

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Salary

💰 $61,000 - $74,000 per year

Job Level

JuniorMid-Level

Tech Stack

CloudCyber Security

About the role

  • Optimize allocation and utilization of support engineers within a global contact center support organization.
  • Develop and implement strategies for effective resource planning, forecasting, and allocation across multiple contact center work streams, geographies and product focused teams.
  • Partner closely with Finance to align resource plans with financial forecasts and budgets.
  • Collaborate with program managers and department heads to understand resource requirements and project timelines.
  • Serve as the owner of the organization’s workforce management system: configure, maintain, drive adoption, and provide training and documentation.
  • Drive continuous improvement of tool functionality, workflows, and reporting to meet evolving business needs.
  • Develop and maintain resource tracking systems and dashboards; generate reports on utilization, availability, and forecasting.
  • Analyze data to identify trends, bottlenecks, and areas for improvement; implement process improvements and best practices.
  • Serve as primary point of contact for resource-related inquiries and communicate resource decisions and strategies to stakeholders.
  • Ensure SLAs are met and align individual capabilities with organizational objectives to improve efficiency, productivity, and employee satisfaction.

Requirements

  • At least 2 years of experience in workforce planning for a large, complex contact center (Global, 24/7, and fast-paced environments preferred).
  • Proven experience with a variety of resource/workforce management software and tools; tool ownership and optimization preferred.
  • Proficiency with Salesforce (required).
  • Flexible meeting times to accommodate global collaboration with stakeholders.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple priorities and work effectively under pressure.
  • Proficiency in data analysis, reporting and presentations.
  • Strategic thinking and decision-making abilities.