Posted On: 9-25-2017
Position Title: Manager, Contact Center Workforce Planning
Job Location: Columbus, GA
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Job ID              B184

Job Summary

Manages the overall workforce planning functions for the call center. Oversees the application of the workforce planning policies and procedures, operating structure, and information flow. Administers the efficiency/quality of monitoring call volumes. Analyzes and reports on call center trends in order to predict long-term and short-term staffing needs. Plans, directs, supervises, and evaluates work flow. Resolves systems problems that may affect departmental standards. Forecasts scheduling/headcount/hiring needs.

Job Functions

  1. Performs detailed review and analysis of call center statistics and trends to develop long-term and short-term forecasting and capacity planning models for the purpose of staffing, scheduling, and hiring needs.
  2. Oversees and manages a team and the application of workforce planning policies and procedures and information sharing.
  3. Resolves issues and provides technical support and training on the use of the Workforce Management (WFM) software.
  4. Organizes and leads forecast and marketing meetings with our clients to gather the appropriate information needed to provide forecasts for scheduling, headcount, and hiring needs.

Minimum Qualifications

Typically a minimum of 6 years            Responsibilities are often at the department or sub-department level/functional specialty.


Bachelor’s Degree                                Related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.