Manager, Workforce Management, Customer Service – Remote |Elizabeth, NJ (Full-time)
Coach USA and megabus.com is seeking a dynamic, client-focused, data driven leader to oversee our outsourced, BPO partner. At Coach USA and megabus.com, we value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Join the leading provider of transportation services in North America with over 25 operating locations throughout the US and Canada!
Job Summary:
The Vendor, WFM role is responsible for vendor management, call center production support and strategy, agent scheduling, and tactical adjustments to meet fluctuating demands while meeting KPIs. This leader is a seasoned and widely knowledgeable when it comes to integrating strategies with tactics, developing processes, testing assumptions, and ensuring high-quality execution. The Vendor, WFM will manage and maintain the relationships with our vendor(s), collaborate closely with stakeholders to determine workforce needs, develop strategies and processes to satisfy those needs, provide an excellent agent experience, and drive continuous improvement within the team and business.
Job Duties:
Customer Service Operations:
Required Skills:
We Offer:
Applicants can apply online at https://careers.coachusa.com
DRIVING YOU TO A BETTER FUTURE!
In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status
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