Contact Center Workforce Manager #37588
Admin/Office Boca Raton, FL
Direct Hire Jan 30, 2025
Admin/Office
Job Title: Contact Center Workforce Manager
Job Overview:
We are seeking an experienced Contact Center Workforce Manager to oversee forecasting, scheduling, and real-time adjustments to ensure operational efficiency and service level achievement. This onsite, direct-hire, permanent position, based in Boca Raton, FL, requires a leader with strong analytical skills, workforce planning expertise, and experience in managing call center operations. The ideal candidate will analyze workforce data, allocate call volume effectively, and optimize staffing to maintain key performance indicators (KPIs) and budget goals.
Compensation:
Salary: $50,000 – $70,000 (based on experience).
Key Responsibilities of the Contact Center Workforce Manager:
Monitor and optimize workforce management metrics, including response time, schedule adherence, and handle time.
Develop and maintain real-time and historical reporting using workforce management tools (e.g., NICE, inContact, Salesforce).
Conduct data quality audits, identify inconsistencies, and implement corrective actions.
Oversee dashboard management and reporting tools to provide insights on contact center performance.
Collaborate with leadership to forecast staffing needs and adjust strategies based on business trends.
Supervise a team of workforce analysts, providing training, coaching, and professional development.
Develop and implement workforce management policies, scheduling strategies, and operational improvements.
Ensure accurate tracking of attendance, productivity, and performance management.
Partner with cross-functional teams to drive efficiencies and support business goals.
Lead technology enhancement initiatives to improve contact center operations.
Qualifications and Skills for the Contact Center Workforce Manager:
Experience: 5+ years in workforce management, contact center operations, or related fields.
Education: Associate degree or equivalent experience.
Technical Skills: Proficiency in workforce management software (e.g., NICE, inContact) and CRM tools (e.g., Salesforce).
Analytical Skills: Strong experience in data reporting, forecasting, and performance metrics.
Leadership Abilities: Proven track record in managing and developing high-performing teams.
Problem-Solving: Ability to assess operational challenges and implement process improvements.
Communication: Strong verbal and written communication skills to collaborate across departments effectively.
Work Schedule:
Training Schedule (First Two Weeks): Monday – Friday, 9:00 AM – 5:45 PM EST.
Regular Schedule: Monday – Friday, 11:15 AM – 8:00 PM EST.
Why Join Us?
As a Contact Center Workforce Manager, you will have the opportunity to shape workforce strategy and drive operational excellence in a dynamic contact center environment. This onsite, direct-hire position in Boca Raton, FL, offers the chance to lead a high-performing team while leveraging data-driven insights to optimize workforce planning and efficiency.
About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct-hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology.
Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.
Job Overview:
We are seeking an experienced Contact Center Workforce Manager to oversee forecasting, scheduling, and real-time adjustments to ensure operational efficiency and service level achievement. This onsite, direct-hire, permanent position, based in Boca Raton, FL, requires a leader with strong analytical skills, workforce planning expertise, and experience in managing call center operations. The ideal candidate will analyze workforce data, allocate call volume effectively, and optimize staffing to maintain key performance indicators (KPIs) and budget goals.
Compensation:
Salary: $50,000 – $70,000 (based on experience).
Key Responsibilities of the Contact Center Workforce Manager:
Monitor and optimize workforce management metrics, including response time, schedule adherence, and handle time.
Develop and maintain real-time and historical reporting using workforce management tools (e.g., NICE, inContact, Salesforce).
Conduct data quality audits, identify inconsistencies, and implement corrective actions.
Oversee dashboard management and reporting tools to provide insights on contact center performance.
Collaborate with leadership to forecast staffing needs and adjust strategies based on business trends.
Supervise a team of workforce analysts, providing training, coaching, and professional development.
Develop and implement workforce management policies, scheduling strategies, and operational improvements.
Ensure accurate tracking of attendance, productivity, and performance management.
Partner with cross-functional teams to drive efficiencies and support business goals.
Lead technology enhancement initiatives to improve contact center operations.
Qualifications and Skills for the Contact Center Workforce Manager:
Experience: 5+ years in workforce management, contact center operations, or related fields.
Education: Associate degree or equivalent experience.
Technical Skills: Proficiency in workforce management software (e.g., NICE, inContact) and CRM tools (e.g., Salesforce).
Analytical Skills: Strong experience in data reporting, forecasting, and performance metrics.
Leadership Abilities: Proven track record in managing and developing high-performing teams.
Problem-Solving: Ability to assess operational challenges and implement process improvements.
Communication: Strong verbal and written communication skills to collaborate across departments effectively.
Work Schedule:
Training Schedule (First Two Weeks): Monday – Friday, 9:00 AM – 5:45 PM EST.
Regular Schedule: Monday – Friday, 11:15 AM – 8:00 PM EST.
Why Join Us?
As a Contact Center Workforce Manager, you will have the opportunity to shape workforce strategy and drive operational excellence in a dynamic contact center environment. This onsite, direct-hire position in Boca Raton, FL, offers the chance to lead a high-performing team while leveraging data-driven insights to optimize workforce planning and efficiency.
About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct-hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology.
Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.