Senior Capacity Manager: Workforce Management

Key Responsibilities:

• Directly manages and develops a cross-functional team, providing direction, feedback, and career development opportunities.
• Oversees system administration for USRM Workforce Management tools, including Calabrio WFM, Triton, SharePoint, and Power Apps.
• Works with end users to troubleshoot application issues and oversees new hire schedule management and nesting for various channels.

Operational Management:

• Partners with vendors like Calabrio to provide product feedback and enhancement recommendations aligned with organizational needs.
• Drives expansion of analytics capabilities to provide enhanced workforce visibility and data-driven insights across the organization.
• Manages the team's support of ongoing skill management, scheduling, and system maintenance activities.

Qualifications and Ideal Candidate Profile:

• Extensive knowledge of contact centers, capacity management systems, and Workforce Management applications.
• Strong project management experience with the ability to define clear scope, timeline, and deliverables while tracking progress.
• A Bachelor's degree and/or equivalent, with 7+ years of experience, including 3-5 years in call center, contact center, or field office management.
• Demonstrated ability to coach, mentor, and grow talent, with a comfort for learning new platforms and technologies.