Project Manager - R01570380
Summary
The Project Manager will oversee real-time contact center performance, manage staffing adjustments, and analyze operational metrics using workforce management tools like NICE or Verint. The role focuses on optimizing service levels and resource utilization through data-driven reporting and cross-functional coordination.
Project Manager
Job requirements
Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
- Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
- Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
- Identify and address performance variances, emerging trends, and operational risks impacting business objectives
- Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
- Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
- Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads
- Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders
- Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances
Required Skills:
- Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect
- Expertise in real-time analysis and intraday management within contact center environments
- Strong knowledge of workforce management principles, staffing concepts, and service level management
- Advanced Microsoft Excel skills for data analysis and reporting
- Experience with maintaining workforce management systems and dashboards
Preferred Skills:
- Experience with automation or scripting for workforce management reporting
- Familiarity with advanced analytics platforms for operational performance monitoring
- Knowledge of contact center telephony systems and integrations
- Experience supporting schedule optimization initiatives
Desired Qualifications:
- Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field
- Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable
As published by lever
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, What is your age range?, I identify my ethnicity asSelect all that apply, What gender do you identify as?