It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Role and Responsibilities
- Manages a team of RTAs, Schedulers and Supervisor/s
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Administers setup and utilization of WFM software and reporting tools
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Administers communication to and from Operations and other support departments
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Collects and analyzes and reports historical center performance statistics
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Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
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Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
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Works with training and operations to coordinate multi-skill training for existing agents
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Oversees communication to new hires on schedule process
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Oversees short-term workload forecasting
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Oversees scheduling philosophy of schedule assignments
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Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
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Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
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Responsible for maximizing efficiency and occupancy while meeting service objectives
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Oversees analysis and reporting of employee performance including schedule adherence
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Recognizes and recommends operational and support improvements
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Performs other duties that may be assigned from time to time.
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Main POC on programs and LOBs supported. Should have a firm grasp of the programs' day over day performance and opportunities .
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Responsible for the team's performance and engagement
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: WFM Manager
Req Id: R26_01209
Posted At: Mon May 04 2026 00:00:00 GMT+0000 (Coordinated Universal Time)
