Project Manager - R01570380

Job description

Project Manager Job requirements Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities: • Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met • Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence • Identify and address performance variances, emerging trends, and operational risks impacting business objectives • Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization • Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges • Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads • Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders • Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances Required Skills: • Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect • Expertise in real-time analysis and intraday management within contact center environments • Strong knowledge of workforce management principles, staffing concepts, and service level management • Advanced Microsoft Excel skills for data analysis and reporting • Experience with maintaining workforce management systems and dashboards Preferred Skills: • Experience with automation or scripting for workforce management reporting • Familiarity with advanced analytics platforms for operational performance monitoring • Knowledge of contact center telephony systems and integrations • Experience supporting schedule optimization initiatives Desired Qualifications: • Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field • Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable