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The Workforce Manager is responsible for overseeing the call center platforms for multiple locations, identifying and remediating issues within the telephony platform.
This role involves day-to-day execution, including monitoring and optimizing inbound and outbound dialing campaigns across multiple lines of business.
Key Responsibilities:- Manage dialer operations to meet company objectives in right-party contact, penetration rate, utilization, occupancy, and other call center KPIs.
- Coordinate workforce management to staff different areas of the call center.
- Ensure attainment of all contractually required SLAs for external clients.
This role requires a strong analytical mind, with the ability to translate data into action.
