Workforce Management Consultant

Carterwill Search; Tampa (FL); On-site; USD 104,000 - 130,000; Full time

Job summary

Carterwill Search is seeking a Workforce Management Manager in Tampa, FL. The role involves optimizing call center operations by analyzing metrics and implementing effective strategies. Ideal candidates will have a Bachelor’s degree, significant workforce management experience, and strong analytical skills. This full-time position offers a salary range reflecting ongoing management and operational responsibilities.

Qualifications

• 5+ years of experience in workforce management within a call center environment.
• Proficiency in data analytic tools and advanced analytics.

Responsibilities

• Develop and implement workforce management strategies.
• Analyze call center metrics to forecast demand and optimize staffing.
• Oversee planning and scheduling processes.

Skills

Data analysis

Workforce management

Operational efficiency

Education

Bachelor's degree in Business Administration

Tools

WFM tools (i.e. Five9, Genesys, NICE)

Job description

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This range is provided by Carterwill Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50.00/hr - $62.50/hr

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$50.00 to $60.00 hourly (up to $130,000 annually)

CarterWill Search, a TempExperts company, is recruiting for a Workforce Management Manager. In this role, responsible for optimizing the efficiency and effectiveness of call center operations. This position is responsible for analyzing call center metrics and implementing strategies that enhance service delivery while managing resources effectively. The manager will oversee forecasting and capacity management as well as scheduling to ensure that staffing levels align with anticipated call volumes.

JOB RESPONSIBILITIES

• Develop and implement workforce management strategies that align with business objectives.
• Long term planning and budgeting
• Real time adherence and reporting
• Analytics for ongoing improvement and sustainability
• Develop and maintain KPI Dashboards
• Analyze call center metrics to forecast demand and optimize staffing levels.
• Oversee planning and scheduling processes to ensure adequate coverage during peak times.
• Collaborate with various departments to enhance knowledge management and improve operational efficiency.
• Prepare and present ad hoc reports to senior management, highlighting performance trends and areas for improvement.

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business Administration, Management, or a related field.
• 5+ years of experience in workforce management within a call center environment.
• Proficiency in data analytic tools and advanced analytics.

PREFERRED QUALIFICATIONS

• Experience in the banking industry or financial services.
• Certification in workforce management or related fields.
• Familiarity with call center operations and metrics.
• Knowledge and experience with contact center WFM tools (i.e. Five9, Genesys, NICE)
• Experience working with external partners (BPO's) for staffing augmentation.

CarterWill Search, a TempExperts company, is an equal opportunity employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Analyst

• Industries

  Telephone Call Centers

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