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Workforce Planning Manager

2 months ago

Tampa, Florida, United States Whistle Full time
About the Role

We're seeking a seasoned professional to join our Customer Support team as a Workforce Planning Manager. In this role, you'll play a critical part in ensuring our customers receive exceptional service by optimizing our staffing levels and processes.

Key Responsibilities
  • Lead a team of Workforce Analysts to optimize staffing levels and processes
  • Develop and implement long-term forecasting and capacity planning strategies
  • Collaborate with cross-functional teams to ensure seamless service delivery
  • Analyze data to identify trends and areas for improvement
  • Develop and maintain reports to track key performance indicators
Requirements
  • Minimum 5 years of workforce management experience in a contact center or customer service environment
  • Minimum 2 years of people management experience
  • Direct customer service experience and a passion for delivering service excellence
  • Proficiency in building and administering workforce management software and tools
What We Offer

We're committed to providing a supportive and dynamic work environment that fosters growth and development. As a Workforce Planning Manager, you'll have the opportunity to work with a talented team and contribute to the success of our organization.

We're an equal opportunity employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer service and have a strong background in workforce planning, we encourage you to apply.