Call Center Manager (Workforce)

This is a leadership position that is responsible for monitoring, tracking, and producing effective call center forecasts, schedules, and analysis.
Job Responsibilities
Responsible for managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and organizational objectives
Build, develop and lead the Workforce Management staff and provide subject matter guidance
Develop collaborative relationships between internal clients, operations and others as needed to ensure objectives are met and exceeded
Manage agent scheduling (shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service levels and objectives are met
Ensure attendance points are updated
Monitor multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
Generate and communicate off phone activity reports, staffing issues, performance measures and call statistics
Analyze statistical data and provide reporting and recommendations that meet our objectives and maximize efficiencies.

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