What are the responsibilities and job description for the Workforce Manager - Contact Center position at ITCON Services?
Workforce Manager — We're seeking analytical thinkers who are detail-oriented, technically skilled, and customer focused. Are you excited about joining a team that values precision, collaboration, and operational excellence? Join us as we expand our team!
Work with the Brightest
Join our dynamic team of talented, diverse, and driven professionals. Our people are the heart and soul of our organization. Each valued team member brings unique skills and expertise to the table, making this an exciting, impactful place to work.
Role Summary
Do you have a passion for turning complex data into actionable workforce strategies? As the Workforce Manager, you will be responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and representative productivity to forecast workload demands and build resourcing and scheduling plans that align with business objectives. This role also contributes to projects and matters of limited complexity in a support capacity, ensuring smooth operations and effective workforce planning.
Analyze and Forecast Workload
You will own the strategic execution of workforce analysis, interpreting contact center data to forecast workload and staffing needs. Your primary focus will be maintaining operational efficiency, ensuring schedules and resource plans rigorously align with contact center objectives.
Coordinate Workforce Planning
You will develop resourcing and scheduling plans, collaborate with leadership to align staffing strategies, and support initiatives that enhance productivity and service delivery.
Support Projects and Operations
You will contribute to projects of limited complexity, providing analytical and operational support that strengthens workforce management capabilities.
Create Reports and Summaries
You will synthesize analysis results into concise reports, highlighting key trends, workload forecasts, and staffing recommendations for leadership review.
Ensure Compliance and Standards
You will ensure that all workforce plans and reports are clear, accessible, and compliant with operational standards and protocols.
Primary Responsibilities
Work with the Brightest
Join our dynamic team of talented, diverse, and driven professionals. Our people are the heart and soul of our organization. Each valued team member brings unique skills and expertise to the table, making this an exciting, impactful place to work.
Role Summary
Do you have a passion for turning complex data into actionable workforce strategies? As the Workforce Manager, you will be responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and representative productivity to forecast workload demands and build resourcing and scheduling plans that align with business objectives. This role also contributes to projects and matters of limited complexity in a support capacity, ensuring smooth operations and effective workforce planning.
Analyze and Forecast Workload
You will own the strategic execution of workforce analysis, interpreting contact center data to forecast workload and staffing needs. Your primary focus will be maintaining operational efficiency, ensuring schedules and resource plans rigorously align with contact center objectives.
Coordinate Workforce Planning
You will develop resourcing and scheduling plans, collaborate with leadership to align staffing strategies, and support initiatives that enhance productivity and service delivery.
Support Projects and Operations
You will contribute to projects of limited complexity, providing analytical and operational support that strengthens workforce management capabilities.
Create Reports and Summaries
You will synthesize analysis results into concise reports, highlighting key trends, workload forecasts, and staffing recommendations for leadership review.
Ensure Compliance and Standards
You will ensure that all workforce plans and reports are clear, accessible, and compliant with operational standards and protocols.
Primary Responsibilities
- Analyze patterns including volumes, trends, attrition rates, and productivity metrics.
- Forecast workload and staffing needs using data-driven insights.
- Develop resourcing and scheduling plans to meet business objectives.
- Collaborate with leadership and stakeholders to align workforce strategies.
- Contribute to projects and matters of limited complexity in a support role.
- Produce concise reports and summaries for leadership review.
- Bachelor's degree in Business, Operations Management, or equivalent experience
- Provides foundational skills in analysis, workforce planning, and operational strategy
- 3–5 years workforce management or contact center planning experience
- Demonstrates ability to forecast workload, build schedules, and optimize staffing
- Strong analytical and problem-solving skills Ensures the candidate can interpret data, identify trends, and recommend actionable solutions
- Familiarity with workforce management tools and scheduling systems
- Supports efficient planning and execution of staffing strategies
- Excellent communication and presentation skills
- Enables clear reporting and collaboration with executives, managers, and staff
- Experience in federal contracting or contact center operations
- Demonstrates ability to navigate compliance requirements and operational standards
- Familiarity with workforce analytics software and reporting tools
- Supports proactive monitoring and streamlined planning