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Workforce Management Director
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Full-time
- The Workforce Management (WFM) Director is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real-time resource management of the call center.
- Develop short and long-term call volume forecast models using historical benchmark data, active policy volume, and various statistical methods
- Implement forecasts to the inbound customer service department through the workforce management team and applicable software platforms
- Disseminate forecast models to WFM team and oversee the scheduling of contact center resources (Off-phone activities such as administrative duties and required training)
- Develop and implement WFM team performance KPI's and SLA's; meet regularly with team members to provide updates regarding team and individual performance and solicit feedback
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