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The Workforce Management Manager will optimize contact center operations by managing BPO WFM relationships, developing metric reporting and performance metrics, and creating forecasting and scheduling models. The role involves monitoring contact volume fluctuations and making data-driven adjustments to ensure operational efficiency while driving continuous improvement in workforce management processes.

The Workforce Management Manager will optimize contact center operations by managing relationships with BPO WFM teams and enhancing workforce management strategies. Responsibilities include metric reporting, developing forecasting and scheduling models, monitoring contact volume, and driving continuous improvement in workforce management processes.

As a Workforce Management Manager, you will optimize contact center operations by managing BPO WFM team relationships, developing reporting metrics, and creating forecasting and scheduling models. You will ensure staffing aligns with service levels and continuously improve workforce management strategies.