Call Centre Workforce Management Lead

Guide Call Centre workforce management through scheduling, real-time staffing, and service-level monitoring across a seven-day operational environment.This experienced Specialist leads the Workforce Planning team and oversees resources across Call Centre departments. The work includes scheduling vacations, time off, shifts, overtime, training, and meetings while maintaining operational coverage. You will serve as an escalation point for complex staffing, scheduling, system, and real-time issues.Key Responsibilities:
Manage scheduling processes while maintaining operational coverageMonitor service levels, handle time, absenteeism, and staffing requirementsDirect real-time staffing and skill adjustmentsResolve complex scheduling, staffing, and operational issuesCollaborate with internal partners on workforce mattersRequirements:
Progressive experience in Call Centre operations or Workforce ManagementKnowledge of forecasting, staffing optimization, and real-time managementGenesys Cloud proficiency in reporting and real-time monitoringStrong organizational, communication, and problem-solving skillsAvailability for rotating shifts, weekends, and holidaysBring workforce scheduling, real-time management, and stakeholder coordination skills to support reliable Call Centre operations.
#J-18808-Ljbffr