Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Workforce Manager position oversees the workforce management function and staff across multiple sites and lines of business to ensure that service level, financial, and other KPIs are met. This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams. It emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.Responsibilities:??? Ensures that appropriate Operations schedules are designed, implemented, and released on time. Analyzes historical call arrival patterns, AHT performance, and all shrinkage factors (i.e. absenteeism, attrition, training) and considers these in the scheduling of Operations personnel. Ensures that enough FTEs are deployed every interval to hit service metrics for the accounts.??? Forecasts FTE requirements per week/month. Analyzes call volume projections, service metrics targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and service level performance. Ensures that there are enough FTEs to address projected locked call volumes by being able to hire, train and deploy agents on time.??? Projects seating requirements per program based on current manpower and upcoming / existing business needs. Utilizes a designed capacity template and validates seating projections using current maximum manpower deployment based on schedules. Ensures that Operations personnel have available seats during their shifts.??? Monitors Command Center performance through real-time monitoring and coaching of Command Center Coordinators and close coordination with the Command Center Supervisor. Ensures that each CommandCenter associate is aware of their responsibilities and the real-time impact of their decisions.??? Coordinates with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion)Working hours: Varying Skills:--Upholds accountability and focuses on delivering expected outputs / results in a timely manner with emphasis on quality, completeness, and accuracy.--Conveys thoughts in a clear, organized, and concise manner, in verbal or written form. Exhibits tact, diplomacy, and professionalism in dealing with all individuals regardless of level within the organization, adapting communication styles as appropriate.--Possesses an awareness of systems, policies, and procedures applicable to one's own work and the coordinating relationships with other individuals / units / departments. Appropriately applies procedures, requirements, regulations, and policies related to specialized expertise (i.e. HR, QA, Operations).--Evaluates situations using the principles of logic and sound judgment to come up with reasonable and timely decisions and resolutions. Considers the pros and cons of various alternatives. Anticipates the possible effects of decisions made.--Anticipates upcoming work activities and deadlines without necessarily being cued. Foresees circumstances and appropriately acts on such before conditions require action--Demonstrates consistent focused actions to ensure high levels of customer satisfaction. Asks questions to clarify customer requirements and takes action to ensure that these needs are met and / or exceeded. Responds to customers with appropriate level of urgency. Builds confidence in customers that their needs are given the highest priority--Provides guidance and direction to members of the team. Ensures effective and efficient working relationships between team members. Focuses on aligning individual goals with team goals through implementation of effective rewards and recognition. Leverages diversity through collaboration--Exhibits flexibility and openness to changes in work activities / responsibilities as they relate to organizational thrust. Encourages others to remain open and helps them adjust to readily changing priorities, responsibilities, strategies, and methods. Maintains / exceeds exemplary performance in spite of changeEducation:High SchoolExperience:1-4 yearsQualifications:??? 2-3 years Workforce Management experience in an Asst. Managerial / Managerial capacity within the call center / customer service industry??? High school diploma or equivalent. For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: email@example.com??Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.