Workforce Manager

İntercall Uluslarası Müşteri Hizmetleri A.Ş.

WORKFORCE MANAGER

You will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.

Responsibilities:

• Forecasting call volumes and determining staffing needs
• Creating staffing schedules and shift arrangements
• Monitoring real-time data to ensure workforce adherence
• Analyzing data to optimize workforce productivity
• Preparing performance reports and sharing with management
• Ensuring effective communication and coordination within the team
• Developing workforce strategies and identifying improvement opportunities
• Preparing and presenting reports on project performance, challenges, and solutions.

Qualifications:

• Fluency in English (both written and spoken) is mandatory.
• Proficiency in Microsoft Office Excel and other related tools,
• Strong reporting skills
• Strong analytical and problem-solving abilities
• Excellent communication skills
• Ability to succeed in a fast-paced work environment
• Experience in team management and scheduling
• Strong experience in this field is required
• No travel restrictions and the ability to visit our Istanbul office when required