Manager, Contact Center Operations (Workforce enablement, engagement & insights)

TalentHop; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

TalentHop is seeking a Manager, Contact Center Operations to lead workforce planning and real-time operational management. The role converts demand forecasts into staffing and scheduling, oversees intraday performance, and delivers analytics-driven insights to raise service quality.

You will help develop a high-performing workforce management function and foster cross-department collaboration. Responsibilities include forecasting contact volumes, optimizing schedules, managing shifts and

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or related field, or equivalent experience.
• Five or more years of workforce management experience in a contact center.
• Proficiency with workforce management platforms and analytics tools.
• Strong analytical skills and experience interpreting operational data.
• Experience leading workforce management or analytics teams.
• Knowledge of service-level planning, staffing models, adherence, occupancy, and shrinkage.
• Preferred experience administering performance-based incentive programs.
• Excellent communication, leadership, stakeholder management, and problem-solving skills.
• Ability to manage competing priorities and deliver accurate results under pressure.

Responsibilities

• Develop and maintain short- and long-term contact-volume forecasts.
• Create and optimize staffing schedules aligned with demand and service targets.
• Oversee shift bids, time-off planning, and capacity scenarios.
• Lead real-time management of volume, staffing, and adherence.
• Monitor service-level performance and implement recovery actions.
• Produce and govern operational reporting and analytics.
• Translate data into actionable insights for leadership.
• Administer contact center incentive programs.
• Manage and develop workforce management team members.
• Optimize workforce management tools and processes.
• Collaborate with multiple business units to ensure operational alignment.
• Support campaign planning to meet service-level guidelines.

Skills

Forecasting

Leadership

Analytics

Stakeholder management

Problem solving

Education

Bachelor's degree in Business/Statistics/Operations Management/Analytics

Tools

Workforce management platforms

Analytics tools

Job description

This organization operates within the contact center industry, focusing on optimizing operational efficiency and enhancing the member experience. It addresses challenges related to workforce planning, real-time management, and data-driven decision-making in contact center operations. The organization integrates analytics and incentive programs to improve service-level performance and staffing strategies, collaborating across multiple business units to maintain high-quality service delivery.

About the Opportunity:

The MANAGER, CONTACT CENTER OPERATIONS is responsible for leading workforce planning, real-time operational management, analytics, and incentive administration. This role converts demand forecasts and business needs into effective staffing and scheduling strategies, actively manages intraday performance, and delivers insights that enhance operational efficiency and service quality. The position plays a key role in developing a high-performing workforce management function and fostering collaboration across departments.

Responsibilities:

• Develop and maintain short- and long-term contact-volume forecasts.
• Create and optimize staffing schedules aligned with demand and service targets.
• Oversee shift bids, time-off planning, and capacity scenarios.
• Lead real-time management of volume, staffing, and adherence.
• Monitor service-level performance and implement recovery actions.
• Produce and govern operational reporting and analytics.
• Translate data into actionable insights for leadership.
• Administer contact center incentive programs.
• Manage and develop workforce management team members.
• Optimize workforce management tools and processes.
• Collaborate with multiple business units to ensure operational alignment.
• Support campaign planning to meet service-level guidelines.

Requirements:

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or related field, or equivalent experience.
• Five or more years of workforce management experience in a contact center.
• Proficiency with workforce management platforms and analytics tools.
• Strong analytical skills and experience interpreting operational data.
• Experience leading workforce management or analytics teams.
• Knowledge of service-level planning, staffing models, adherence, occupancy, and shrinkage.
• Preferred experience administering performance-based incentive programs.
• Excellent communication, leadership, stakeholder management, and problem-solving skills.
• Ability to manage competing priorities and deliver accurate results under pressure.

Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.