Workforce Management Assistant Manager - Full Time - Call Center LV (On-site)

Job description

Responsibilities/Purpose The Workforce Management & Reporting (WFM) Assistant Manager will be responsible for supervising and mentoring the WFM team which is responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi skilled contact center and creating schedules that will allow the center to meet its service level, abandonment, training, and budgetary goals. The WFM Assistant Manager must be proactive, detail oriented, diligent, and able to meet deadlines within a fast paced and dynamic environment. Job Functions: - Builds and leads a high-performing team of WFM analysts to achieve and exceed profitable service delivery and customer expectations in regards to Service Levels, Abandonment, Adherence, cost per minute, and other standards as determined by contact center management. - Ensures WFM analysts are answering all incoming customer interactions efficiently, accurately, professionally and in a timely manner as they assist internal customers with scheduling, payroll issues and requested reports along with other assigned tasks. - Monitors analyst behaviors and provides constructive feedback to improve performance and morale in an effort to...