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...