Workforce Manager

Depends on Experience

Full Time


    Contact CenterHelp DeskService NowManagement

    Job Description

    About UVS InfoTech: 

    UVS InfoTech is Laurel, Maryland based, IT System Integrator with expertise in Emerging Technologies: 

    Artificial Intelligence, Machine Learning, Robotic Process Automation, Blockchain, Identity & Access Management, Identity Proofing 


    Workforce Manager 


    Position Description:  

    • Responsible for workforce distribution based on forecasted workload and number of agents scheduled  
    • Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments. 
    • Utilize forecasted data to create agent schedules  
    • Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. 
    • Provide support for proactive scheduling of discretionary activities such as training, meeting, overtime, and undertime along with reporting employee performance including schedule adherence. 
    • Maintain current and accurate agent skill set inventory and schedule training needs. 
    • Produce daily business impacting decisions or recommendations regarding staffing 
    • Partner with stakeholders when new agents will come onboard and create schedules based on forecast requirements 
    • Identify process improvements to present to management. 

    Preferred Skills:  

    • 5+  years of ServiceNow experience 
    • 1+ year experience with workforce systems such as NICE IEX, Pure Connect, Avaya 
    • Ability to work in a fast-paced environment and make decisions 

    Education and Experience:  

    • Bachelor’s degree in statistics and/or business writing is strongly preferred, but not required. Comparable work experience would include 5+ years of experience creating reporting, performing analyses and creating well-documented report narratives. 
    • 7+ years’ experience creating and distributing business reporting for various audiences, including executive-level reporting required. 
    • 5+ years of contact center experience required. 
    • 3+ years of workforce management experience working with a workforce management application preferred; Nice application experience preferred 
    • Previous experience with developing business reporting requirements and designing custom reporting solutions to meet those needs. 
    • Previous experience analyzing reporting and implementing changes to create efficiencies and reduce errors. 
    • Proven excellence in written and oral communications.