Elevate Customer Operations as the Workforce Manager based in Woodbridge. Focus on capacity planning and team development to drive operational success and efficiency.
This role involves reporting to the Customer Operations Workforce Optimization Manager while directing forecasting efforts and monitoring service metrics. You’ll also lead team coaching, negotiate with senior management, and support organizational compliance through effective labor relations.
Key Responsibilities:
• Monitor and report on all key performance indicators
• Coach and evaluate team members for development
• Lead operational activities and special projects
• Manage capacity planning for all business lines
• Present actionable analysis to improve service levels
Requirements:
• Bachelor’s degree in Business or equivalent
• 3-5 years of leadership required
• Two years in an inbound call center environment
• Prior experience managing large teams in Workforce Management
• MS Of...