Project Manager
Job requirements
- Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
- Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
- Identify and address performance variances, emerging trends, and operational risks impacting business objectives
- Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
- Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
- Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads
- Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders
- Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances
- Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect
- Expertise in real-time analysis and intraday management within contact center environments
- Strong knowledge of workforce management principles, staffing concepts, and service level management
- Advanced Microsoft Excel skills for data analysis and reporting
- Experience with maintaining workforce management systems and dashboards
- Experience with automation or scripting for workforce management reporting
- Familiarity with advanced analytics platforms for operational performance monitoring
- Knowledge of contact center telephony systems and integrations
- Experience supporting schedule optimization initiatives
- Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field
- Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable
Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
Required Skills:
Preferred Skills:
Desired Qualifications:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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