Workforce Manager

7 days ago

Vienna, United States ITCON Services Full time

Workforce Manager - Contact Center (ITCON Services) Workforce Manager — We're seeking analytical thinkers who are detail-oriented, technically skilled, and customer focused. Work with the brightest Join our dynamic team of talented, diverse, and driven professionals. Our people are the heart and soul of our organization. Each valued team member brings unique skills and expertise to the table, making this an exciting, impactful place to work. Role Summary Do you have a passion for turning complex data into actionable workforce strategies? As the Workforce Manager, you will be responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and representative productivity to forecast workload demands and build resourcing and scheduling plans that align with business objectives. This role also contributes to projects and matters of limited complexity in a support capacity, ensuring smooth operations and effective workforce planning. Responsibilities Analyze patterns including volumes, trends, attrition rates, and productivity metrics. Forecast workload and staffing needs using data-driven insights. Develop resourcing and scheduling plans to meet business objectives. Collaborate with leadership and stakeholders to align workforce strategies. Contribute to projects and matters of limited complexity in a support role. Produce concise reports and summaries for leadership review. Required Qualifications Bachelor's degree in Business, Operations Management, or equivalent experience. Provides foundational skills in analysis, workforce planning, and operational strategy. 3–5 years workforce management or contact center planning experience. Demonstrates ability to forecast workload, build schedules, and optimize staffing. Strong analytical and problem-solving skills; ensures the candidate can interpret data, identify trends, and recommend actionable solutions. Familiarity with workforce management tools and scheduling systems. Supports efficient planning and execution of staffing strategies. Excellent communication and presentation skills. Enables clear reporting and collaboration with executives, managers, and staff. Preferred Qualifications Experience in federal contracting or contact center operations. Demonstrates ability to navigate compliance requirements and operational standards. Familiarity with workforce analytics software and reporting tools. Supports proactive monitoring and streamlined planning. This position is contingent upon contract award and will become available upon award receipt. Seniority level: Mid-senior level Employment type: Full-time Job function: Other Industries: IT Services and IT Consulting #J-18808-Ljbffr

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