The Workforce Manager possesses a strong knowledge of real-time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi-channel contact center environment. This position is responsible for leading a geographically dispersed team of analysts charged with planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends. This leader is responsible for the attainment of all service level and efficiency goals, building relationships with external...