The Workforce and Reporting Manager is a remote role overseeing forecasting, staffing, scheduling, and performance reporting for a government‑contracted call center.
Responsibilities include developing staffing plans, monitoring performance, and producing reports such as daily, weekly, monthly, quarterly, and ad hoc updates.
The role involves collaborating with program and operations managers to meet service-level goals and improve workforce processes.
Qualifications include experience in call center workforce management, strong analytical skills, proficiency in Excel and reporting tools, familiarity with workforce systems, and effective communication.
A bachelor’s degree in Business, Operations, Statistics, or Data Analytics is required. Must pass federal background and credit checks.