Manager, Contact Center Operations (Workforce enablement, engagement & insights)

Position Summary

The Manager, Contact Center Operations leads workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration. The role converts demand forecasts and business requirements into effective staffing and scheduling strategies, actively manages intraday performance, and provides actionable insights that improve operational efficiency and the member experience.

The manager builds strong partnerships across Operations, Information Technology, and other business units while developing a high-performing workforce management and analytics function.

Core Functions & Accountability

· Forecasting and scheduling across contact center queues and channels.

· Service-level planning and end-to-end workforce management.

· Contact center analytics, reporting, and operational insights.

· Administration, measurement, and governance of agent incentive programs.

· Real-time management of volume, staffing, adherence, and intraday recovery actions.

· Service-level attainment through proactive planning, active monitoring, and corrective action.

Requirements

• Forecasting, Capacity Planning & Scheduling
• · Develop and maintain short-term and long-term contact-volume forecasts across all queues and channels.
• · Analyze historical trends, seasonality, business drivers, and planned initiatives to produce actionable staffing requirements.
• · Create and optimize schedules that align staffing with forecasted demand and service-level targets.
• · Oversee shift bids, time-off planning, holiday schedules, shrinkage assumptions, and capacity scenarios.
• · Identify workforce risks and recommend hiring, staffing, scheduling, or workload adjustments.
• Real-Time Management & Service-Level Attainment
• · Lead the real-time management function, including monitoring contact volumes, staffing, schedule adherence, queue conditions, and service-level performance.
• · Direct intraday staffing actions and communicate recovery plans to operational leadership when performance deviates from plan.
• · Establish operating rhythms, escalation thresholds, and decision protocols that support consistent service-level attainment.
• · Conduct root-cause analysis of service-level and workforce performance variances and drive corrective actions.
• Contact Center Analytics & Performance Insights
• · Produce and govern daily, weekly, and monthly reporting for forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational measures.
• · Translate contact center data into clear insights, risks, trends, and recommendations for leaders and business partners.
• · Improve reporting consistency, metric definitions, data quality, and the accessibility of operational information.
• · Partner with stakeholders to develop analyses that support workforce decisions, operational planning, and continuous improvement.
• Incentive Administration
• · Administer contact center incentive programs in alignment with approved program rules, eligibility requirements, and performance measures.
• · Coordinate incentive-period setup, participant tracking, results validation, and reporting.
• · Maintain clear controls and documentation to support accurate and consistent incentive outcomes.
• · Evaluate program results and provide recommendations that strengthen participation, performance impact, and administrative efficiency.
• Leadership, Systems & Cross-Functional Partnership
• · Manage, coach, and develop workforce management team members.
• · Optimize workforce management tools, reporting solutions, and related operating processes.
• · Serve as a key liaison among Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units.
• · Establish clear procedures, documentation, quality controls, and backup coverage for critical workforce and reporting activities.
• · Support outbound enrollment campaign planning and monitoring to promote timely completion within established service-level guidelines.

Qualifications

• · Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience.
• · Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management.
• · Experience using workforce management platforms and contact center reporting or analytics tools.
• · Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions.
• · Experience leading and developing workforce management, real-time, or analytics professionals.
• · Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy.
• · Experience administering performance-based programs or incentives is preferred.
• · Excellent communication, leadership, stakeholder-management, and problem-solving skills.
• · Ability to operate effectively under pressure, balance competing priorities, and deliver accurate, timely results.
• Measures of Success
• · Forecast accuracy and the quality and timeliness of staffing plans.
• · Schedule effectiveness, adherence performance, and efficient use of available staffing.
• · Service-level attainment and effectiveness of intraday recovery actions.
• · Accuracy, timeliness, and actionability of contact center reporting and analytics.
• · Accurate, consistent, and well-controlled incentive administration.
• · Development, engagement, and operational readiness of the workforce management team.
• Work From Home Requirements
• The employee must provide reliable, high-speed internet with sufficient bandwidth (25/25 Mbps) to execute all job functions. The employee must also have a private workspace with a desk and chair that is free from distraction.
• Physical Demands and Working Conditions
• Duties are performed primarily in a home office using company-provided computer equipment. While performing the duties of this job, the employee will regularly sit and talk and will frequently use their hands. The employee will occasionally be required to stand and walk.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.