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About the role
Key responsibilities & impact- Plan, organize, and manage Call Center staffing resources to ensure achievement of operational goals and service level objectives.
- Oversee call center performance metrics and Service Level Agreements (SLAs) and provide regular reporting to the Director.
- Monitor and manage call queues, staffing efficiency, and capacity to ensure optimal coverage and timely response to call and chat volume demands.
- Develop and execute workforce forecasting, scheduling, and surge planning strategies within the centralized management system to maintain service continuity.
- Manage staff coverage and time-off scheduling to ensure appropriate resource allocation and minimize service disruptions.
- Analyze staffing and operational data to identify patterns, trends, and root causes of performance gaps.
- Provide actionable insights and recommendations to improve workforce management strategies, scheduling efficiency, and overall service delivery.
- Identify and implement corrective actions to address workforce and scheduling gaps impacting operational performance.
- Generate and present reports to stakeholders on call trends, staffing performance, and operational efficiency.
- Collaborate with leadership and cross-functional teams to optimize workforce planning and continuous improvement initiatives.
- Perform additional duties as assigned.
Requirements
What you’ll need- Bachelor’s degree from an accredited college or university in a related field.
- Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
- Minimum of two years of supervisory experience leading teams.
- Strong knowledge of call center operations and workforce management practices.
- Strong analytical skills with the ability to interpret operational and staffing data.
- Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
- Strong written and verbal communication skills.
- Strong organizational and problem-solving skills.
- U.S. citizenship and fluency in English required.
- Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
- Ability to maintain and retain suitability investigation and clearance as required.
- Proficient in navigating electronic systems, computer programs, and virtual service platforms.
Benefits
Comp & perks- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce forecastingschedulingsurge planningstaffing operations managementdata analysisperformance metrics analysisroot cause analysisreport generationcall center operations knowledgestaffing efficiency
Soft Skills
analytical skillswritten communicationverbal communicationorganizational skillsproblem-solving skillscollaborationleadershiptime managementadaptabilityinsight generation