Top Tech Jobs & Startup Jobs

Develops long-term contact center volume, workload, and staffing forecasts for 3–18 months. Converts forecasts into FTE requirements, hiring plans, and ramp schedules; models attrition, shrinkage, seasonality, and growth scenarios; maintains capacity models; monitors forecast accuracy; partners with Finance and Recruitment on budgets and headcount; and recommends actions to address capacity gaps.

Builds and maintains automated workforce-management reports and dashboards using data from ACD, WFM, CRM, and HR systems. Analyzes contact-center metrics and trends, ensures reporting accuracy and consistency, provides leadership insights and recommendations, supports ad hoc analysis and business reviews, and documents report definitions. Requires advanced Excel, SQL, and familiarity with Power BI or Tableau.

Supervise workforce management schedulers, planners, and analysts; oversee workloads, schedules, reporting, staffing, service levels, intraday adjustments, exceptions, and escalations. Coach employees, conduct performance reviews, support hiring and onboarding, and coordinate with operations leaders. Ensure accurate and timely deliverables while protecting service levels, adherence, productivity, and team development using WFM platforms, telephony systems, Excel, and reporting tools.

Supervise contact center customer service representatives by managing staffing, training, performance, quality monitoring, coaching, and accountability. Build client relationships, address performance gaps through action plans, monitor calls, provide real-time feedback, enforce policies, track KPIs, and support productivity improvement. Use analytical and problem-solving skills, including AI-based coaching tools when applicable, to identify trends and improve team performance.

Supervise customer engagement teams by managing performance KPIs, conducting team meetings, coaching agents, completing quality audits, and maintaining performance documentation. The role includes monitoring attendance, adherence, productivity, customer satisfaction, and quality metrics; addressing performance issues; managing attrition; reviewing call-outs and coaching reports; and ensuring timely completion of coaching and corrective-action records.

Supports HR operations for employees across multiple states, with a primary focus on California. Responsibilities include employee relations, onboarding, training, performance management, investigations, policy implementation, HRIS reporting, handbook maintenance, and compliance with employment and benefits laws.

Handles inbound sales calls from customers seeking storage solutions, recommends appropriate storage units, processes rental agreements and reservations, delivers excellent customer service, achieves sales goals, and participates in coaching while applying feedback.

Leads US talent acquisition strategy and a recruiting team supporting high-volume, multi-site, remote, and BPO hiring. Oversees full-cycle recruiting, hiring events, program launches, recruitment marketing, client partnerships, pipeline analytics, and staffing plans. Drives adoption of AI and recruiting technology, manages ATS data and KPIs, ensures regulatory compliance, and develops talent pipelines while traveling to sites and events approximately 25% of the time.

Supervises Quality Analysts and oversees contact-center audits across calls, chats, and emails. Maintains QA scorecards, calibrates evaluations, analyzes quality and customer experience metrics, prepares reports, conducts root-cause analysis, and leads corrective actions. Partners with operations and training teams on coaching and performance improvement. Ensures compliance with client policies, privacy regulations, PCI DSS, and quality standards while serving as a client-facing QA contact.

Provide phone-based customer support, handle inbound inquiries and outbound financial collection calls, resolve complaints, document interactions, and guide customers through solutions. Collaborate on escalated issues, meet satisfaction and performance goals, maintain product knowledge, and work flexible operating hours including weekends and holidays. The role requires strong communication, computer proficiency, typing skills, dependable attendance, and successful completion of drug screening and background checks.