Workforce Operations Director
1 month ago
Key Responsibilities:
- Lead a team of supervisors and managers with a minimum of 5 years of experience.
- Oversee the planning and scheduling of workforce operations, ensuring optimal resource allocation.
- Develop and implement end-to-end workforce management strategies, including forecasting, planning, and real-time management.
- Utilize tools such as eWFM, Avaya, CMS, and NICE IEX to streamline operations and improve efficiency.
- Manage a team of 500-1000 full-time equivalent staff members.
- Prior experience in a Telco program is preferred.
Requirements:
- Minimum 5 years of experience in workforce management.
- 3 years of experience as a supervisor or manager.
- Leadership experience, including handling RTA's schedulers and planners.
- Experience with end-to-end workforce management, including RTA, scheduling, forecasting, and planning.
- Proficiency in tools such as eWFM, Avaya, CMS, and NICE IEX.
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