Workforce Management Associate Manager

Job Summary

A company is looking for an Associate Manager, Workforce Management.

Key Responsibilities

• Forecast, plan, and schedule staffing based on historical volume trends and service level agreements
• Manage and coach a team of Workforce Management Coordinators to enhance performance and operational efficiency
• Collaborate with cross-functional teams to provide insights and reports that drive continuous improvement in workforce planning

Required Qualifications

• A relevant degree or comparable formal training, certification, or work experience
• 5+ years of experience in workforce planning and capacity management within a support contact center environment
• 3+ years of experience in a leadership role within a workforce management context
• Strong command of workforce management platforms and proficiency in analyzing operational data
• Proven success in cross-functional collaboration and influencing outcomes across teams