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Location: Houston area, TX
What Matters Most
• Competitive base salary of $145K plus a 15% performance bonus
• Leadership role driving forecasting, scheduling, and real‑time management for a high‑volume contact center
• Opportunity to build and coach a best‑in‑class workforce management team
• Hands‑on use of analytics and WFO tools to optimize staffing and elevate the customer experience
• Cross‑functional collaboration with Operations and Quality teams to implement process improvements
Job Description
We’re seeking a Workforce Sr Manager to own end‑to‑end workforce planning for our customer care organization. You’ll forecast multi‑channel contact volumes, design effective schedules, and lead a team of workforce analysts—ensuring service levels, productivity, and customer satisfaction targets are met. This role combines deep analytical rigor with people leadership in a fast‑paced environment.
Responsibilities:
• Forecast short‑ and long‑term contact center volume across all media channels using historical data and business inputs
• Develop and maintain schedules that maximize productivity and customer satisfaction
• Lead and mentor the workforce management team, driving enhancements and process improvements
• Monitor performance against service level, labor, and productivity goals; adjust in real time as needed
• Partner with Operations and Quality teams to implement WFO technologies and deliver continuous improvements
• Provide regular reporting and insights to stakeholders on forecasting accuracy and workforce metrics
• Participate in long‑range capacity planning and departmental goal setting
Qualifications and Requirements:
• Bachelor’s degree in Business Administration, Data Analytics, Finance, or equivalent experience
• 8+ years of contact center workforce management experience, including 4+ years in a leadership role
• Experience with retail or e‑commerce contact centers preferred
• Strong analytical and problem‑solving skills; proficiency in WFO software and ACD systems preferred
• Excellent communication and coaching abilities; passion for driving customer‑centric strategies
• Demonstrated ability to work independently and build consensus across functional teams
• Detail‑oriented, organized, and able to meet critical deadlines in a high‑volume setting
Benefits and Perks:
• Base pay of $145,000 + 15% bonus
• Medical, dental, and vision insurance
• Paid holidays and generous paid time off
• 401(k) plan with employer match
• Professional development and training opportunities
Your New Organization:
Join a dynamic customer care team in the Houston area committed to delivering world‑class support. You’ll work alongside operations, quality, and technology partners in an agile culture that values innovation, teamwork, and continuous improvement.
Your Career Partner:
The Reserves Network, a veteran‑founded and family‑owned firm, specializes in matching top talent with rewarding opportunities. We guide you through every step of the hiring process and support your long‑term career growth. As an equal‑opportunity employer, we celebrate diversity and foster an environment of respect and integrity.
The base pay range for this position is $145,000 + 15% bonus, excluding benefits. Final compensation will reflect your skills, experience, and internal equity considerations.
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