Call Center Manager overseeing customer service initiatives across Michigan. Managing call center operations to improve customer interactions and drive revenue for Apex Service Partners.
About the role
- Manage and maintain WFM software for Disney's contact centers. Collaborate with the Viewer Experience team and optimize workforce management practices.
Responsibilities
- Manage and maintain the WFM software platform used by the contact center.
- Regularly update the software to leverage new features and enhancements.
- Manage and maintain procedures related to forecasting and scheduling within the platform.
- Serve as a liaison with the software vendor to ensure the ongoing maintenance and stability of the platform.
- Support the efficient utilization of data collection and export tools integrated with the WFM software platform.
- Support the generation of advanced reports from the WFM platform.
- Work closely with other departments to align workforce management practices with organizational goals.
- Train contact center staff on using the WFM software effectively.
- Propose process improvements and optimizations to enhance overall efficiency.
Requirements
- Bachelor’s degree in a relevant field (e.g., management, business, or IT) or equivalent experience.
- 5+ years prior experience in contact center operations, workforce management, or software administration.
- Proficiency in using WFM software platforms (such as IEX WFM) and understanding of call center operations.
- Ability to examine data inputs, understand their role in system calculations, and apply that knowledge to identify trends and troubleshoot issues effectively.
- Effective communication with team members, supervisors, and other departments.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
- Stock options
- Equipment allowances
- Wellness programs
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