ABOUT YOU AND YOUR EXPERIENCE

• Bachelor’s degree in Business Administration or similar field
• 5+ years’ experience in agency workforce management
• 3+ years’ experience monitoring and reporting real time performance analytics
• High level of proficiency with CRM platforms (i.e., HubSpot), BI tools (i.e., Sigma), and spreadsheet applications (i.e., Excel/Google Sheets)
• Expert proficiency with telephony systems (i.e., Dialpad, Five9) and workforce monitoring systems (i.e., ActivTrak)
• Adaptability to a dynamic, fast-paced startup environment with evolving priorities; demonstrated agility in adjusting strategies as necessary
• Advanced customer focus and customer service skills
• Ability to collaborate with stakeholders to identify data requirements and develop tailored solutions
• Strong analytical and problem-solving abilities with a commitment to process improvement
• Meticulous attention to detail
• Exceptional communication skills, with the ability to articulate complex data insights to technical and non-technical stakeholders

The Agency Workforce Manager is responsible for managing the Agency’s FORECASTS to accurately plan, report on, and project the Agency’s staffing needs that are required to support the operation’s goals across multiple channels. The Workforce Manager ensures the validity of data through reporting and recommends and implements BUSINESS STRATEGIES to increase efficiencies to enable contact center teams to meet overall goals.
The Workforce Manager is also responsible for administration of SCHEDULING and driving utilization. It is the role of the Workforce Manager to make daily changes as necessary to the staffing and call flows to ensure that the Agency’s call center operations are meeting the goal of key partnerships. They are required to act autonomously in their decision making when it comes to Agency telephony.
This role offers a unique opportunity to significantly contribute to the growth and data-driven culture of a rapidly expanding startup. Candidates who are passionate about leveraging data for actionable insights and thrive in a dynamic setting are encouraged to apply.