Dialog Direct
  • Operations
  • Orlando, FL, USA
  • Full Time

The Workforce Manager will work as a liaison between Workforce Management, Finance, Client Services, and Operations.  They will focus on fulfilling the needs of these various groups while complying with all client requirements and internal standards.  They are responsible for monitoring the effectiveness of the forecast and executing strategies to capitalize on all variances to forecast in a timely manner.  In addition the Workforce Site Manager is responsible for executing a virtuous circle process to ensure continuous improvement to all processes that meaningfully impact the department.

Key Responsibilities

  • Oversee group of Real Time Analysts & Schedulers responsible for overseeing real time operation of multi-site department
  • Maintain a positive relationship with all functional areas by meeting key performance metrics
  • Ensure all key events are scheduled ahead of time & that such events do not cause the loss of KPIs
  • Host internal and external calls of up to 25 people to ensure WF processes are followed and improvements are made
  • Serve as a Point of Contact for Workforce and all other departments
  • Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken
  • Have immediate command of all KPIs and steps underway to improve performance
  • Audit and ensure all information entered into WFM platform(s) is/are correct & accurate
  • Performs analysis to determine impact to available resources for the day, strategizes solutions to meet goals, and communicates the situation and actions taken to all appropriate parties
  • Align responsibilities and activities of direct reports to meet goals and objectives
  • Ensure that agents are properly moved between functional queues to ensure we achieve KPIs
  • Monitor weather conditions and coordinates weather emergency contingency plans across operations
  • Monitors CMS, eWFM, Verint, and related call center tools for incoming channel volume, clarify queue volume and associate real time adherence
  • Manage payroll & all other aspects of small Workforce Management team
  • Identify needs for new process documentation and write relevant SOPs to address opportunities
  • Maintain all training material for Orlando Site team to ensure it's up to date with all processes
  • Ensure team members receive continuous training and are benefitting from training via a skills assessment process
  • Identifies and investigates any daily metrics outside acceptable thresholds and communicates discrepancies to either the appropriate manager/supervisor or directly with the associate
  • Performs Workforce Management analysis, recommendations and administrative tasks related to staffing and scheduling functions
  • Leads weekly meeting(s) with Sr. WF Management group to communicate opportunities, successes, and threats to the campaign.
  • Work with Corporate Command Center to ensure compliance to operational goals using various tools
  • Backfill in RTA or Scheduler roles when necessary
  • Duties may include working with other sites via remote services

Qualifications and Skills

  • Minimum of 3 years experience in Progressive Call Center Environment
  • Previous 3 years of Workforce Management or Resource Planning experience preferred.
  • Experience using EWFM and Verint (Impact 360) is strongly preferred

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 4,500 team members across 15 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

Dialog Direct
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