Workforce Optimization Manager

Job Summary

A company is looking for a Forecast Capacity Manager, Workforce Management.

Key Responsibilities

• Drive strategic direction for workforce planning and provide input on tool capabilities and enhancements
• Manage forecasting, scheduling, and reporting processes while analyzing performance metrics and trends
• Collaborate with the Workforce Optimization team to develop staffing strategies and provide guidance to team members

Required Qualifications

• Bachelor's degree in business analytics or a quantitative field, or 10+ years of relevant experience
• Advanced proficiency in Microsoft Excel in a business context
• Experience with workforce management software, particularly Genesys Cloud and Alvaria
• Knowledge of contact center operations and workforce management disciplines
• Ability to analyze data and translate it into actionable business insights