Senior Call Center Operations Leader

Melaleuca: The Wellness Company; Idaho Falls (ID); On-site; USD 90,000 - 130,000; Full time

Job summary

Melaleuca: The Wellness Company is seeking a Workforce Management Leader to guide the WFM team, forecast demand, and optimize staffing and performance across the call center. You will partner with managers to handle peak periods, improve service levels, and drive financial results while maintaining excellent customer care.

The role emphasizes leadership, data-driven decision making, and cross-functional collaboration to support membership growth and retention.

Qualifications

• Proven leadership in call center/workforce ops.
• Strong forecasting, staffing, and scheduling skills.
• Experience with real-time management and service levels.

Responsibilities

• Lead and develop Workforce Management team, including real-time analysts and forecasters.
• Oversee Calabrio WFM for forecasting, staffing, and scheduling.
• Partner with Call Center Managers on staffing and performance during high-volume periods.
• Direct Customer Assistance leadership to improve membership retention and reactivation.
• Monitor bad debt and collection effectiveness and drive improvements.

Skills

Leadership

Forecasting

Scheduling

Real-time management

Data analysis

Excel proficiency

Communication

Confidentiality

Stress management

Tools

Calabrio WFM

Reporting tools

Job description

Melaleuca: The Wellness Company is seeking a Workforce Management Leader to guide the WFM team, forecast demand, and optimize staffing and performance across the call center. You will partner with managers to handle peak periods, improve service levels, and drive financial results while maintaining excellent customer care.

The role emphasizes leadership, data-driven decision making, and cross-functional collaboration to support membership growth and retention.