Call Center Workforce Manager
The Workforce Manager is responsible for forecasting, scheduling, and optimizing staffing resources across the DOL National Contact Center (NCC) to ensure that all service levels, performance metrics, and operational requirements are consistently met. This role ensures the efficient alignment of staffing supply with multi-channel demand (calls, email, chat, IVR), enabling the contact center to achieve required service levels, occupancy targets, and customer satisfaction goals.
- Forecast demand: Predict call, email, and chat volumes using historical data and trends.
- Develop staffing plans: Create schedules that align staffing levels with workload and service level targets.
- Manage real-time operations: Monitor queues and adjust staffing dynamically to meet demand.
- Optimize performance: Ensure targets for service level, occupancy, and response times are met.
- Analyze workforce data: Track metrics and identify gaps in staffing efficiency or performance.
- Manage WFM tools: Use workforce management systems for forecasting, scheduling, and reporting.
- Coordinate with operations: Align staffing with operational needs and support performance goals.
- Plan for contingencies: Prepare staffing strategies for surges, emergencies, and unexpected events.
Education
- Bachelor's degree in Business, Operations Management, Statistics, or related field
- Equivalent experience may be considered
Experience
- 5–7 years of experience in:
- Workforce management in a contact center environment
- 3+ years in forecasting and scheduling roles
- Experience managing:
- Multi-channel contact centers
- Large-scale operations (100+ FTEs)
- Experience with:
- Workforce management tools (e.g., NICE, Verint, Genesys WFM)
Certifications (Preferred)
- Certified Workforce Management Professional (CWMP)
- Six Sigma / Lean