Call Center Workforce Management Supervisor

AAA (Automobile Club)

Costa Mesa, CA, US
Base: $80,100.00 - $107,000.00; bonus/equity: ince...
Call center workforce management experience
Statistical forecasting and traffic analysis
Acd software and wfm tool proficiency
This position is responsible for accurate forecasting of call volumes across all lines of business and multiple Call Center Operations

Job Summary

  • This position is responsible for accurate forecasting of call volumes across all lines of business and multiple Call Center Operations.
  • The role requires managing day-to-day activities of Scheduling Supervisors while ensuring consistent processes and compliance with recommended practices.
  • Employees are eligible for remarkable benefits including health coverage, 401(K) with company match, pension, tuition assistance, and paid parental leave.

Matching Summary

This position is responsible for accurate forecasting of call volumes across all lines of business and multiple Call Center Operations.

Salary

Base: $80,100.00 - $107,000.00; Bonus/Equity: Incentive program based on performance; Benefits: Health, dental, vision, 401(K), pension, tuition assistance

Skills & Requirements

Must-have

  • Call center workforce management experience
  • Statistical forecasting and traffic analysis
  • ACD software and WFM tool proficiency
  • Shift bid process management
  • Staff utilization and shrinkage reduction
  • Scheduling supervisor leadership

Nice-to-have

  • Ability to present complex data simply
  • Experience with new product service evaluation
  • Strong organizational and time management skills
  • Cross-functional collaboration capabilities

Key Requirements

  • Bachelor's degree or equivalent combination of education and experience
  • 4-6 years operational systems and data analysis in call center environment
  • Valid Driver's License with acceptable DMV record
  • Must reside within 80 miles of Costa Mesa, CA

Work Rights

Not specified

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