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Call Center Workforce Manager

ITCON Services

Role overview

Qualifications

  • Bachelor's degree in Business, Operations Management, Statistics, or related field
  • 5–7 years of experience in workforce management in a contact center environment
  • 3+ years in forecasting and scheduling roles
  • Experience with workforce management tools (e.g., NICE, Verint, Genesys WFM)

Responsibilities

  • 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.

Key facts

Hard skills

Performance Improvement NICE (WFM Software) Channel Management Operational Planning

Other skills

  • Forecasting
  • Scheduling
  • Communication
  • Time Management
  • Problem Solving

About the company

ITCON Services logo

ITCON Services

IT Services & IT Consulting

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

IndustryIT Services & IT Consulting
Company size51 - 200

Links

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Job description

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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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