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Customer Experience Workforce Manager
A company is looking for a Customer Experience Workforce Manager to lead and evolve its workforce planning and scheduling program. Key Responsibilities Develop and maintain workforce management tools and processes, including staffing models and scheduling approaches Maintain accurate forecasting models for volume and staffing requirements Deliver actionable workforce insights and maintain communication of current and forecasted metrics to leadership teams Required Qualifications 4-8 years of workforce management experience in a multi-channel customer service environment Experience in building or improving workforce management programs and processes Strong analytical skills with advanced Excel and data visualization capabilities; basic proficiency with SQL Experience with workforce management software platforms (e.g., Assembled, NICE, ADP) Demonstrated leadership and mentorship experience
A company is looking for a Customer Experience Workforce Manager to lead and evolve its workforce planning and scheduling program.
Key Responsibilities
Develop and maintain workforce management tools and processes, including staffing models and scheduling approaches
Maintain accurate forecasting models for volume and staffing requirements
Deliver actionable workforce insights and maintain communication of current and forecasted metrics to leadership teams
Required Qualifications
4-8 years of workforce management experience in a multi-channel customer service environment
Experience in building or improving workforce management programs and processes
Strong analytical skills with advanced Excel and data visualization capabilities; basic proficiency with SQL
Experience with workforce management software platforms (e.g., Assembled, NICE, ADP)
Demonstrated leadership and mentorship experience