Deputy Head of Workforce Management
2 days ago
We are seeking an experienced workforce manager to join our team at ESOL IT Services Inc. As a key member of our contact center leadership team, you will play a critical role in driving business success through effective workforce management. Your primary responsibilities will include:
Key Responsibilities:
- Manage a team of workforce analysts and/or leaders to achieve optimal service delivery.
- Develop and implement strategic workforce plans to drive business growth.
- Provide expert guidance on workforce management best practices to the team.
- Collaborate with cross-functional teams to identify opportunities for process improvement.
Requirements:
- Bachelor's degree in Business Administration, Operations Management, or related field.
- At least 5 years of experience in workforce management within a contact center environment.
- Minimum of 3 years in a managerial role overseeing workforce analysts and/or leaders.
- Proven expertise in workforce management tools and applications.
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