Manager, Workforce Operations - Customer Program Manager 

The Manager, Workforce Operations, is a leadership role responsible for the development of our company's workforce strategy and the implementation and management of a top performing workforce management program and tools. The position will be responsible for defining roles and responsibilities, resource forecasting and team hiring decisions.  The Manager, Workforce Ops is responsible for overall forecasting, budget planning and ultimately managing service levels for a multi-channel center. Other responsibilities include capacity planning and new technology implementation and management. This is a position that requires communication and collaboration with other CS managers as well as with our company technology and telecom teams.

Job Requirements

Principle Responsibilities and Duties

•Development of our workforce strategy

•Manage and develop a growing team

•Coordination and collaboration with other company business units

•Works with the team supervisors and leads to identify areas of improvement and collaborate on ideas and methods for improving service level performance

•Coordinate, drive and measure results in long and short-term forecasting, resource scheduling, intraday adjustment and real-time adherence management

•Utilize our software tools and planning processes to generate and create optimized agent schedules, plan offline activities and develop hiring plans needed to ensure all SLAs and cost per call metrics are consistently met.

•Analyze contact center performance history to determine optimum off line activities as well as identifying shrinkage and occupancy issues

•Review contact volume forecasts and staffing gaps with customer service management team on a daily, weekly, monthly, quarterly and yearly basis.

•Coordinate with Customer Service Management to develop and maintain call flows, toll free number routing and call prompts, hold messaging and greetings.

•Maintain relationships with external vendors who supply the software for us and phones systems.

•Establish and maintain communication channels with Business Development, Customer Service Mgmt, Ops Mgmt, Training and Marketing, regarding events that impact call and email volumes.

•Provide executive level reports on workload trends & staffing requirements

•Engage in overall customer service strategy and defining how to provide the best customer experience while continuing to drive maximum efficiency. This position must be able to align our efforts to overall customer outcomes and support company objectives.

•Projects may include but not limited to; lead roll on our software and Genesys implementation, Projects related to telecommunications, capacity planning, planning and participation in the development in of a our company agent work from home program.


Education Bachelors Degree or Equivalent


Bonus Eligible: 10% annual based on performance

Benefits - Full 
Relocation Assistance Available - Yes 
Bonus Eligible - Yes 
Interview Travel Reimbursed - Yes

2+ to 5 years experience
Minimum Education - Bachelor's Degree
Willingness to Travel - Occasionally

Location: CT