Trova Search

The Workforce Optimization Manager will manage the operational activities of the call center which includes the forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. Additional responsibilities include implementing call center initiatives, managing utilization trends, and proposing operational improvements, as well as providing hiring suggestions. The Workforce Optimization Manager will report to the Director, Operations Strategy.   Principal Duties and Responsibilities: Ensures service levels and productivity goals are met. Implements and maintains workforce management platform. Provides all workload forecasting and consequent staffing planning to meet service goals. Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis. Generates short and long-term staffing models including “what if “ scenarios based on service level goals. AHT, etc. and provide...