Remote 24/7 Contact Center Workforce Manager

Talantir; Fulton (MD); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) Employer Match

Health Insurance

Disability Insurance

Life Insurance

Employee Assistance Program

Paid Time Off

Paid Holidays

Wellness Discounts

Job summary

Talantir is preparing an opportunity for a remote Scheduling Operations Leader in the United States, requiring US citizenship or permanent residency and the ability to pass a Federal Public Trust investigation. The role oversees the SOS Team’s 24/7/365 scheduling, forecasts workload, and designs staffing plans to meet service levels across phone, email, chat, and web channels.

Eligible candidates reside in the U.S., with preference for the DC/Baltimore area, and compensation ranges from $65,000

Qualifications

• Must be a U.S. citizen or permanent resident.
• 7+ years of progressive business experience.
• 5+ years in workforce scheduling in a 24/7 contact center or service environment.
• Experience in federal government environments (employee or contractor).
• Experience in HR or Workforce Management scheduling systems.
• Excellent analytical, communication, and collaboration skills.

Responsibilities

• Oversee the 24/7/365 SOS Team and manage overall scheduling.
• Forecast, schedule and plan workforce distribution across channels.
• Create agent schedules from forecasted data and optimize intraday activities.
• Prepare staffing/forecast reports and identify service level risks.
• Design flexible staffing plans to respond to demand fluctuations.

Skills

Workforce scheduling

Forecasting data

People management

Federal experience

Remote collaboration

Staffing optimization

Job description

Talantir is preparing an opportunity for a remote Scheduling Operations Leader in the United States, requiring US citizenship or permanent residency and the ability to pass a Federal Public Trust investigation. The role oversees the SOS Team’s 24/7/365 scheduling, forecasts workload, and designs staffing plans to meet service levels across phone, email, chat, and web channels.

Eligible candidates reside in the U.S., with preference for the DC/Baltimore area, and compensation ranges from $65,000