Contact Center Data Manager

VetsEZ is seeking a Contact Center Data Manager to support a large-scale federal contact center program. This 100% remote role will focus on managing workforce data, forecasting, scheduling, and performance analytics to ensure operational efficiency across thousands of customer interactions daily. The candidate will collaborate with leadership, operations, and technology teams to enhance service delivery and optimize staffing models by utilizing WFM tools and reporting systems.

The candidate must reside within the continental US. 

Responsibilities: 

• Manage WFM operations for multi-site contact centers, ensuring accurate forecasting, scheduling, and real-time adherence monitoring.
• Analyze operational data to identify trends, close resource gaps, and recommend process improvements.
• Develop and maintain performance dashboards and reporting tools to inform leadership and meet contract performance requirements.
• Collaborate with training, quality, and operations teams to align staffing models with performance and service delivery goals.
• Ensure compliance with contractual SLAs, VA performance standards, and applicable regulations.
• Participate in performance reviews and present WFM metrics to internal leadership and external stakeholders.
• Contribute to various projects and initiatives as assigned, demonstrating adaptability and a collaborative mindset. 

Requirements: 

• Bachelor’s degree in Business Administration, Data Analytics, or related field, or equivalent experience.
• 5+ years of experience in Workforce Management for high-volume call centers, preferably within federal contracts or the VA.
• Proficiency with WFM platforms such as Verint, NICE, or Aspect.
• Advanced Excel skills and proficiency with data visualization tools (Tableau, Power BI) and SQL reporting.
• Strong knowledge of forecasting methodologies, scheduling optimization, and intraday management best practices.
• Excellent analytical, presentation, and communication skills. 

Additional Qualifications: 

• Experience working with VA or other federal healthcare contact center programs.
• Familiarity with federal contract reporting requirements and call center compliance standards.
• Knowledge of telephony systems such as Avaya, Cisco, or Genesys.
• Ability to obtain a government clearance. 

Benefits: 

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training Opportunities
• Remote Opportunity 

VetsEZ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.  

Sorry, we are unable to offer sponsorship at this time.