Workforce Manager: Jitterbug (Greatcall Inc.)

At GreatCall, our mission (and our passion) is to harness the power of technology to create products that are easy to use. We make technology work for our customers. With Corporate offices in North County, San Diego and Operations offices in Carlsbad, we are a dedicated team of energetic, hardworking, fun people who are committed to the successful launch of Jitterbug and our roadmap of wireless products and services. Our company’s overall drive for excellence includes a commitment to the development and well being of our team members.
Join a fast-paced start up that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience and have a passion to make a difference, let us hear from you.

Position Overview

Reporting to the Director of Customer Care the successful candidate will be responsible for working with the Carlsbad Call Center floor manager to meet World Class Service and Standards. It is the role of the Workforce Manager to develop and maintain the schedule forecasts and maintain all call volume forecasts. In addition, the Workforce Manager will develop and analyze reports using Crystal Reports software. If you feel you have suitable experience and are looking for an opportunity of a lifetime, please do not hesitate to apply with a recent and detailed resume.

Responsibilities

• Call Center Report Management
• Call volume forecasting
• Schedule forecasting
• Develop and maintain forecasts with workforce planning software, tool and methods
• Interface directly with IVR and call center technology professionals
• Develop and analyze reports

Requirements

• BA/BS degree
• 5 years experience in a metric-driven call center environment
• Knowledge of Excel and Microsoft Office Suite
• Knowledge of multiple work force management systems (Witness/WFO/Blue Pumpkin/IEX)
• Knowledge of SQL/Access
• Experience with Crystal Reports
• Start up and project management experience is desired

Apply now at www.jitterbug.com/careers

*The Company is an Equal Opportunity Employer. The Company is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. Applicants encouraged to confidentially self-identify when applying. Employment contingent upon successful completion of background investigation. Drug-free work environment. All resumes are held in confidence.*

**Resumes from recruiters or agencies will not be accepted.**