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Contact Center Workforce Manager

Customer Service Rich Text

Equifax is looking for a Contact Center Workforce Manager for our St. Louis office! This person would be responsible for the analyzing, forecasting and reporting, scheduling of sufficient staff and training, and would develop policies that impact work force positively.

What you'll do

  • Analyze and forecast call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term. 

  • Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively. Monitors contact center, pipeline, and financial performance and identifies opportunities to improve. Serves as central liaison between locations and BPO partners.

  • Schedule agent shifts and communicates shifts to appropriate team members.  Moderates use of Paid Time Off, leaves of absence and serves as liaison to operations and recruiting. Trends call arrival patterns and proactively adjusts staffing accordingly.

  • Identify and make recommendations for call routing anomalies and serves as telephony and technology liaison. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

  • Work closely with operations, finance, and account management to resolve complex labor and call distribution issues between locations, clients, and products.

What experience you'll need

  • A high school diploma or GED, Bachelor's Degree preferred

  • 7+ years of relevant experience, including experience in call centers and with call center workforce planning.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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