Contact Center Workforce Manager

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

This Member Experience Workforce Manager will be responsible for leading workforce planning and management strategies to ensure optimal resource allocation and achievement of the contact center’s service level targets. This role will oversee call volume forecasting, schedule development, real-time adherence monitoring, and performance analysis to optimize workforce productivity. This individual will demonstrate a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.

NORMAL DAY-TO-DAY WORK

1. Develops accurate forecasts of call volume, staffing needs, and workload distribution using historical data, seasonal trends, and business drivers.
2. Designs and implements staffing and workforce management models, including capacity plans and long-term staffing strategies to ensure service level goals are met.
3. Manages intraday staffing levels to ensure adherence to schedules, adjusting in real time to changes in call volume, absenteeism, or service disruptions.
4. Monitors key workforce metrics (ASA, AHT, occupancy, shrinkage, adherence) to maintain performance targets.
5. Generates and distributes regular workforce reports (forecast accuracy, schedule adherence, shrinkage, service level, etc.) to leadership.
6. Administers workforce management (WFM) systems and ensures accurate data integration from ACD/CRM platforms.
7. Continuously evaluates and enhances workforce management technology to improve efficiency and provides actionable insights from performance data to drive operational improvements.
8. Leads initiatives to improve scheduling flexibility, agent engagement, and retention through innovative workforce strategies.
9. Serves as the subject matter expert on workforce management for the contact center.
10. Proactively manages operational challenges, including spikes in call volume or unplanned staff absences, by implementing timely and effective resource allocation strategies.
11. Provides data-driven recommendations for staffing adjustments and process enhancements to improve team performance and operational efficiency.
12. Partners with operations teams to align workforce strategies with business goals.
13. Trains and mentors team members on workforce management tools and best practices.
14. Takes ownership of actions, decisions, and results; openly accepts feedback and demonstrates both the willingness and ability to improve.
15. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 7 – 9 years of call center experience, including 1-3 years of managerial experience.
2. Experience working with Genesys Cloud CX workforce management software.
3. Proven ability to analyze performance data and implement effective workforce solutions.
4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full-Time Equivalent).
5. Excellent problem-solving skills and the ability to make decisions under pressure.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
8. Must be able to work onsite at Credit Union administrative headquarters.
9. Travel required sometimes.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Experience in financial services or credit unions.
2. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities.
3. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
4. Exceptional communication skills for presenting insights and recommendations to stakeholders.
5. Understanding of regulatory compliance and customer service excellence.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

[email protected]

PI18894c480304-30492-38686806