Call Center Operations & Workforce Leader

Hire East Idaho; Idaho Falls (ID); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Melaleuca is seeking an accomplished Workforce Management Leader to guide the WFM team, including real-time analysts and forecasting staff, ensuring effective planning and execution of scheduling and operations.

The role emphasizes optimizing Calabrio WFM usage, balancing service levels with costs, and collaborating with Call Center Managers during peak periods and month-end deadlines.

Formación

• Demonstrated leadership in call center operations or similar operations.
• Strong forecasting, scheduling, and real-time management knowledge.
• Proficiency in Excel and data-driven decision making.
• Excellent written and verbal communication; ability to handle sensitive information.

Responsabilidades

• Lead and develop the Workforce Management team including real-time analysts and forecasting personnel.
• Oversee Calabrio WFM to optimize forecasting, staffing, and scheduling while balancing service levels and labor costs.
• Partner with Call Center Managers to address staffing, performance, and high-volume periods.
• Direct Customer Assistance team in resolving balances and improving reactivation and membership retention.
• Monitor bad debt and collection effectiveness to identify trends and improve recovery.
• Identify and resolve systemic customer barriers across departments.
• Submit, review, and prioritize operational work requests; ensure timely execution.
• Act as primary point of contact for critical incidents and coordinate resolution.

Conocimientos

Leadership

Forecasting

Real-time management

Scheduling

Data analysis

Microsoft Excel

Communication

Confidentiality

Collaboration

Herramientas

Calabrio WFM

Excel/BI tools

Descripción del empleo

Melaleuca is seeking an accomplished Workforce Management Leader to guide the WFM team, including real-time analysts and forecasting staff, ensuring effective planning and execution of scheduling and operations.

The role emphasizes optimizing Calabrio WFM usage, balancing service levels with costs, and collaborating with Call Center Managers during peak periods and month-end deadlines.