What You’ll Do (includes duties, responsibilities selling points)

The Workforce Manager ensures excellence in all contact-center positions by putting the right people in the right place at the right time. This role will be responsible for developing top-notch medium and long-term planning in order to satisfy our staffing needs; the person we’re looking for will also nail short-term planning so we hit all of our goals every day. Koalafi is looking for someone who wants to be a subject matter expert on telephony and other contact systems; they should strive to make our call routing world-class and drive efficiencies in all contact processes. Ideally, the Workforce Manager at Koalafi is the key point of contact for several of our important vendors and manages the relationship, contracting, and invoicing for those vendors. The future Workforce Manager at Koalafi should utilize data to inform every decision they make.

About You (Qualifications)

• Bachelor’s Degree or 2 years’ Workforce Management Experience/Call Center Operations
• 2 years of experience in Process Management
• 2 years of experience in working with Telephony systems
• 2 years of experience with Vendor / Relationship Management
• Excellent Analytical and Problem Solving Skills
• Advanced Excel User
• Proficiency in other Microsoft Office Products
• Preferred: SQL familiarity