City of Atlanta · 1 day ago
ATL311 Workforce Management Manager
Atlanta, GA
Full-time
Onsite
Senior Level
$88K/yr - $95K/yr
5+ years expThe City of Atlanta is seeking a Workforce Management Manager to lead their Workforce Management team in monitoring service levels and site performance. This role involves managing staffing optimizations, troubleshooting operational workflow issues, and collaborating with leadership to enhance service delivery for citizens.
GovernmentInformation ServicesNon Profit
Responsibilities
Tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience
Accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet operational and business objectives
Proactively identify risks, and opportunities around business performance
Realign resources to optimize coverage and service based on skill set and priority
Communicate with front-line leaders to ensure they have the data needed to address staffing needs
Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership, and a responsibility for the execution of operational excellence; engage in the selection and hiring process as needed
Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations
Oversee the development of schedules and scheduling approaches to improve service levels, reduce cost, and achieve performance goals
Oversee delivery of contact center and operations performance reports as well as ad hoc reporting, including preparation of employee incentives
Manage workforce forecasting for call center operations
Analyze historical data to identify business optimization opportunities (e. g. consolidate queues, change hours)
Ensure integrity of data in the current tools and future Workforce Management system
Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy
Identifying opportunities to further optimize workforce, including assisting in the development and implementation of call routing strategies associated with call distribution and routing
Support special projects by monitoring, analyzing, and reporting on key performance indicators
Other responsibilities as judgment or necessity dictate
May perform other duties as assigned
Qualification
Required
Advanced skills using Microsoft Excel as well as workforce management software, such as NICE IEX, or Calabrio in a business environment
Ability to prioritize and meet tight deadlines
Demonstrate Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently
Analytical with attention to detail
Bachelor's degree in Business Administration, Data Analytics, quantitative discipline or in a related field
Five (5) years of Workforce Management experience in an omnichannel, skill-based contact center environment required
Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA)
Experience with Workforce Management software – (forecasting, scheduling, performance tracking, and e.g., Calabrio, NICE-IEX, Genesys, Verint) required
Experience implementing new systems, new technology features or versions and processes
Experience in Contact Center Management and Service systems knowledge
Proficient working with Advanced Excel and other analytics tools with a preference for Power BI
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement
Skilled in problem-solving, critical thinking and decision-making
Highly skilled in coaching, developing a WFM team
Company
City of Atlanta
City of Atlanta is a website provides information on services and happenings of Atlanta.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dr. Tina Wilson
Deputy Chief Financial Officer
Youlanda Carr, CPA
Deputy CFO
Recent News
2026-02-05
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