Call Center Operations Leader - Workforce & Forecasting

Melaleuca, Inc.; Idaho Falls (ID); On-site; USD 70,000 - 90,000; Full time

Job summary

Melaleuca, Inc. at Global Headquarters in Idaho Falls, ID seeks an experienced Workforce Management Leader to drive forecasting, scheduling, and real-time operations for the Call Center.

You will lead the Workforce Management and Customer Assistance teams, optimize use of Calabrio WFM, monitor service levels, and partner with Call Center Managers to meet month-end deadlines and high-volume periods while maintaining world-class customer service.

Qualifications

• Demonstrated leadership in Call Center operations or related environment.
• Strong understanding of workforce forecasting, scheduling, real-time management, service-level performance.

Responsibilities

• Leads and develops the Workforce Management team, including real-time analysts and forecasting personnel.
• Oversees Calabrio Workforce Management to optimize forecasting, staffing, scheduling, and real-time performance.

Skills

Leadership

Workforce forecasting

Staffing and scheduling

Real-time management

Data analysis

Communication

30 wpm typing

Confidentiality

MS Excel

Tools

Microsoft Excel

Reporting tools

Job description

Melaleuca, Inc. at Global Headquarters in Idaho Falls, ID seeks an experienced Workforce Management Leader to drive forecasting, scheduling, and real-time operations for the Call Center.

You will lead the Workforce Management and Customer Assistance teams, optimize use of Calabrio WFM, monitor service levels, and partner with Call Center Managers to meet month-end deadlines and high-volume periods while maintaining world-class customer service.