What You'll Do:

• Creates, maintains, and distributes current, historical and custom key performance reports to make assessments of the staffing, training and call center performance
• Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective scheduling to improve customer experience and efficiencies
• Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast and takes action to address any issues
• Lead and supervise Workforce Management team

What We're Looking For:

• Minimum of 2 years experience within Workforce Management required
• Minimum of 1 year experience with Genesys WFM required
• Experience with Salesforce is strongly preferred
• Bachelor's Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
• At least 1 year of previous experience with data analysis
• Experience in a multi-skill, omnichannel call center is required
• Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills

What's In It For You!

• $60,000 to $80,000 Annual Compensation
• Engaging and fun company culture that's made up of diverse people.
• Volunteer and community engagement opportunities.
• Great medical, dental, vision, short- & long-term disability and life insurance options. PTO, 401(k) plan with competitive company match.
• Education assistance - we encourage & support our employees who want to improve their skills and further their education for advancement.
• On-site cafe, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director.