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Workforce Optimization Manager St. Petersburg, FL
6-Month AssignmentÂ
TempExperts is seeking a Workforce Optimization Manager to support call center operations in a dynamic banking environment in St. Petersburg, FL. This role plays a critical part in optimizing staffing, improving service delivery, and leveraging advanced analytics to drive operational decisions. The Workforce Management Manager will oversee forecasting, capacity planning, scheduling, and real-time adherence to ensure staffing levels align with call volume demands. The goal is to enhance both customer and employee experiences through data-driven strategies and effective resource management.
**This is a six-month or more assignment**
Responsibilities:
Develop and implement workforce management strategies that support long-term planning, near-term scheduling, and real-time adherence.
Build and maintain KPI dashboards to monitor performance trends and support continuous improvement.
Analyze call center metrics to forecast demand and optimize staffing levels for peak and off-peak periods.
Oversee planning and scheduling processes to ensure adequate coverage.
Collaborate across departments to advance knowledge management practices and operational efficiency.
Utilize advanced analytics and data analytic tools to derive actionable insights that inform decision-making.
Prepare and present ad hoc reports to senior leadership, highlighting trends, opportunities, and recommendations.
Engage with external partners (BPOs) for staffing augmentation as needed.
Requirements / Education:
Bachelor’s degree in Business Administration, Management, or a related field.
At least 5 years of workforce management experience within a call center environment.
Proficiency with data analytic tools and advanced analytics to drive staffing and operational decisions.
Familiarity with call center operations, metrics, and workforce management tools (such as Five9, Genesys, or NICE).
May be required to visit other office locations for training or business needs.
Experience in the banking or financial services industry is preferred.
Experience working with external staffing partners or BPOs.
Excellent skills in preparing and delivering reports for senior management.
TempExperts is an Equal Opportunity Employer.
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Additional Information
If interested please apply online or call 727.210.7855.
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