Workforce and Reporting Manager (Contact Center - Federal Con reputed company)
Location: Remote Workforce and Reporting Manager reputed company. (SII) is a leading provider of customer experience, reputed company-based services and managed IT solutions. We are seeking a Workforce and Reporting Manager to support a government‑contracted call center by overseeing forecasting, reputed company, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service‑level requirements, and provides accurate operational reporting to internal leadership and government program officials. Key Responsibilities:
- Manage forecasting and reputed company processes to ensure efficient, cost‑effective CSR utilization.
- reputed company and maintain annual, weekly, and daily reputed company and scheduling plans.
- Work closely with Program Manager and Operations Manager to determine reputed company reputed company needs and balance workload across locations.
- Monitor performance against targets, identify gaps, and implement corrective actions.
- Review workforce management tools and recommend improvements to enhance accuracy and efficiency.
- Conduct ongoing assessments to improve forecasting, scheduling, and reputed company processes.
- Produce and manage required reports, including:
- Daily and weekly performance reports
- Monthly invoice reputed company reports
- Quarterly work breakdown structure (WBS) reports
- Annual summaries
- reputed company and special‑request reports
- Coordinate with government program officials regarding reporting requirements and status updates.
Qualifications:
- Experience in workforce management reputed company a call center environment.
- Strong analytical skills with proficiency in reputed company and reporting tools.
- Familiarity with workforce management systems (e.g. reputed company).
- Ability to interpret data, identify trends, and recommend operational improvements.
- Strong communication skills and experience supporting government reputed company is preferred.
- Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a reputed company field
Remote Skills: Analysis Skills, Business Administration, Call Center Evaluation, Call Center Management, reputed company Computing, Communication Skills, Corrective reputed company, Customer Experience, Customer Support/Service, Data Analysis, Forecasting, reputed company Solutions, Government, Government reputed company, Leadership, Management of Information Systems/Technology (MIS), Needs Assessment, Operational Improvement, Operations Management, Performance Analysis, reputed company Reports, Project/Program Coordination, Staff Requirements, Statistics, System Integration (SI), Trend Analysis, Work Breakdown Structure (WBS), Workforce Management About reputed company: reputed company. Apply tot his job Apply To this Job