BPO Call Center Workforce Manager

Marshall County, WV - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Workforce Manager BPO Call Center (Hybrid)

Location: Dallas TX (Hybrid)
Schedule: MondayFriday 7:00 AM3:00 PM (Weekend availability as needed)
Compensation: $70000$80000 Annually
Company: Telvista Inc.

Position Summary

The Workforce Manager is responsible for forecasting scheduling real-time management reporting and system optimization for a multi-client BPO operation. This leader will manage a team of Intraday Analysts and work closely with Operations Client Services Training and Quality to meet and exceed service delivery goals.

Key Responsibilities

Workforce Planning & Forecasting

Create accurate short- mid- and long-term call volume and staffing forecasts across multiple client programs.
Develop staffing plans integrating shrinkage occupancy attrition and seasonality factors.
Maintain capacity plans and coordinate staffing recommendations with HR and Talent Acquisition.

Scheduling

Build and maintain agent schedules shift bids rotations and PTO plans using advanced WFM tools.
Optimize workforce coverage during peak hours product launches outages and promotional events.
Monitor schedule adherence and collaborate with Supervisors and Operations for compliance improvements.

Intraday Management

Lead and mentor a team of Real-Time Analysts (RTA/Intraday).
Oversee real-time queue monitoring service level performance and agent state management.
Execute intraday staffing adjustments (OT VTO skill changes rebalancing) to maintain SLAs.
Communicate live performance insights to leadership and clients.

Reporting & Analytics

Build automate and maintain WFM dashboards and reports for SL occupancy AHT shrinkage forecast accuracy and staffing gaps.
Conduct root-cause analysis of staffing variances and performance trends.
Present operational insights to internal leadership and client stakeholders.

Qualifications :

Experience

5 years Workforce Management experience in a BPO or high-volume contact center environment.
Proven success managing telecommunications client/campaign workforce operations.
Experience managing a team of Intraday/Real-Time Analysts.
Strong background with high-volume multi-site contact center operations.

Technical Expertise (Expanded)

WFM Platforms & Contact Center Systems

Avaya contact center systems: CMS One-X call routing logs agent state reporting.
EIX workforce systems experience (Preferred).
Hands-on use of major WFM platforms (experience with any of the following is preferred):
- Verint / Verint Impact 360
- NICE IEX WFM (highly preferred)
- Genesys Cloud WFM
- Aspect / Alvaria
- Teleopti / Calabrio WFM
Deep knowledge of call routing skill-based routing multi-skill forecasting and interval-level staffing.

Microsoft & Analytics Tools

Advanced Microsoft Excel (required):
- Complex formulas (INDEX/MATCH VLOOKUP/XLOOKUP)
- Pivot tables and pivot charts
- Nested formulas & conditional logic
- Data modeling and scenario analysis
Microsoft Power BI:
- Creating dashboards and visualizations (preferred)
- Publishing and refreshing automated reports
Microsoft PowerPoint:
- Building executive-level reporting decks
Microsoft Teams Outlook SharePoint for workflow and communication
Experience with SQL queries (preferred but not required)

Additional Technical Competencies

Expertise in schedule management interval-level forecasting staffing models and shrinkage planning.
Ability to interpret CCaaS/ACD data and translate it into actionable workforce insights.
Familiarity with API integrations real-time adherence tools and reporting automation.
Strong troubleshooting ability across WFM tools ACD systems and reporting platforms.

Additional Information :

Additional Requirements

Must be available MondayFriday 7am3pm with occasional weekend availability based on business needs.
Must pass a background check.
Must pass a pre-employment drug test.
Hybrid rolemust be able to commute to the Dallas office.

Job Type: Full-time

Expected hours: 40.00 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Health insurance
Life insurance
Paid time off
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance

Telvista is an Equal Opportunity Employer

Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race color religion sex (including pregnancy gender identity and sexual orientation) national origin age disability genetic information or any other characteristic protected by applicable federal state or local laws. This commitment extends to all aspects of employment including recruitment hiring promotion transfer training compensation benefits termination and all other terms and conditions of employment.

Remote Work :

Employment Type :

Full-time

Workforce Manager BPO Call Center (Hybrid)Location: Dallas TX (Hybrid)Schedule: MondayFriday 7:00 AM3:00 PM (Weekend availability as needed)Compensation: $70000$80000 AnnuallyCompany: Telvista Inc. Position SummaryThe Workforce Manager is responsible for forecasting scheduling real-time management ...