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Job Description:
The Workforce Manager will be responsible for overseeing and optimizing the performance of our outbound and inbound call center team. This role requires a keen understanding of call center operations, workforce management principles, and a strong focus on meeting and exceeding productivity targets. The Workforce Manager will collaborate closely with supervisors, team leads, and other stakeholders to ensure efficient and effective operations. In addition, Oversees the contact center dialer platform for multiple business lines and is accountable for overall system performance of the telephony platform. Responsible for day-to-day execution including monitoring and optimizing outbound/inbound dialing campaigns across multiple lines of business and serves as a single point of contact for contact center dialer management needs both internally and with Telvista clients/partners.