Call Center Workforce Management Manager

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

Provide direction and management of mission control teams, schedulers, forecasting analysts and coordinators as assigned to ensure that program planning and daily management supports business and client objectives for multi-site call center operations. Serve as WFM point of contact for assigned projects/clients.

This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

Your Responsibilities

• Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews and management of TP Security procedures, etc.
• Responsible for the team’s defined objectives as required by client and internal leadership by providing motivation and building high performing teams
• Identify areas of opportunity and implement innovative solutions to maximize efficiency
• Oversee the accurate compilation and distribution of information and reports to key stakeholders including internal and external leaders
• Coordination of operations, account management, recruiting, training and other internal departments to ensure all staffing related client objectives are met
• Participate in and lead meetings with clients and internal stakeholders as required to manage staffing plans and performance
• Responsible for identifying challenges and risks to be escalated to WFM director for awareness and resolution
• Performs other duties as assigned by WFM director or other members of management

Qualifications

• Minimum 3 years call center experience and 2 years WFM experience
• Ability to understand, analyze and report on call center metrics
• Must demonstrate strong analytical, numerical and problem-solving skills
• Ability to define problems, collect data, establish facts and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
• Excellent verbal and written communication skills with the ability to effectively present information across all levels of the organization
• Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment
• Must be able to provide leadership and direction to mission control analysts, scheduling analysts and coordinators to drive efficiency and optimize service delivery
• Proficient in MS Excel and WFM Software utilized by projects being managed (i.e., Blue Pumpkin, IEX, Aspect, etc.)
• Flexible schedule and impeccable attendance record

Soft Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy 

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer