VetsEZ
Workforce Management Supervisor (Remote Opportunity)
6 days agoWhat's your preference?
Job Description
- Req#: 31d47400e96801
Employer Industry: Contact Center Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Medical, Dental, and Vision benefits provided
- 401k with Employer Match
- Paid Time Off (PTO) plus Federal Holidays
- Corporate Laptop provided for work purposes
- Remote work opportunity available
What to Expect (Job Responsibilities):
- Develop and maintain agent schedules aligned with forecasted volume
- Manage shift bids, time-off requests, and intraday staffing adjustments
- Monitor call volume, service levels, and adherence across multiple channels (phone, chat, email)
- Analyze historical data to improve forecasts, efficiency, and workforce planning
- Supervise, coach, and develop Workforce Management analysts/coordinators
What is Required (Qualifications):
- Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience)
- Minimum of 4 years of contact center experience, with at least 1 year in a Workforce Management supervisory role
- Proficiency with Workforce Management tools such as NICE, Verint, Genesys, or Aspect
- Strong analytical, communication, and organizational skills
- Solid understanding of contact center KPIs and best practices
How to Stand Out (Preferred Qualifications):
- Experience with the Department of Veterans Affairs or other federal agencies
- Healthcare experience
- Experience with SAFe/Agile methodologies
- Ability to obtain a government clearance
#ContactCenter #WorkforceManagement #CareerOpportunity #RemoteWork #VeteransAffairs
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
VetsEZ (Veterans EZ Info Inc.) is a leading provider of information technology services to commercial and government markets.
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