The workforce manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team. the ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment. key responsibilities 1. develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence. assist in negotiating required headcounts based on forecasted data and business needs. 2. oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of real-time analysts (rtas). 3. develop and mentor team members, providing ongoing coaching and professional growth opportunities. 4. own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients. 5. lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with hr and finance teams. 6. analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts. 7. create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences. 8. lead the creation and maintenance of operational and financial dashboards and metrics reports, ...
The workforce manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team. the ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment. key responsibilities 1. develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence. assist in negotiating required headcounts based on forecasted data and business needs. 2. oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of real-time analysts (rtas). 3. develop and mentor team members, providing ongoing coaching and professional growth opportunities. 4. own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients. 5. lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with hr and finance teams. 6. analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts. 7. create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences. 8. lead the creation and maintenance of operational and financial dashboards and metrics reports, ...
We are seeking a skilled microsoft dynamics 365 developer to customize, integrate, and enhance dynamics 365 and the microsoft power platform to meet business needs. this role involves designing and maintaining scalable, secure solutions while collaborating with teams to drive operational efficiency through automation and innovation. an interest in ai solutions is a plus! this is a remote position! key responsibilities: design and develop forms, workflows, plugins, and integrations in dynamics 365 and power platform. configure and customize model-driven and canvas apps using power apps, dataverse/fabric, power automate, and power bi. develop and maintain custom reports, workflows, and automated solutions. collaborate with business users to gather requirements and deliver tailored solutions. create technical documentation, including design and technical specifications. troubleshoot and resolve issues with power platform applications. stay updated on emerging power platform features, best practices, and ai-driven innovations. qualifications: experience: 2+ years working with microsoft dynamics 365, including platform capabilities, customizations, and integrations. experience with data migration, third-party integrations (e.g., outlook), and appsource solutions. familiarity with dataverse/fabric, data modeling, and managing complex workflows. proven ability to build and customize model-driven and canvas apps. enthusiasm for exploring and implementing ai technologies is a plus! skills: strong problem-solving and analytical skills. excellent communication and teamwork abilities. ...
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