Manager Workforce Management - Call Center

About Us:

Pinnacle Security is committed to bringing you the highest level of security at the lowest cost. We are proud of our track record of integrity and being honest in our dealings with customers. We truly understand the importance of standing by our word. We have exceeded our own expectations by making daily improvements and listening to every customer’s concerns.

We listen to every customer and make daily improvements accordingly. We have demonstrated excellence in leadership and production. Those are the tangibles. But, our intangibles are just as important, that is, our morals and values.

Pinnacle Security, a leader in home security, has an immediate opening for a Manager, Workforce Management for our Customer Care Department in Lindon, Utah.

Candidates will partner with the management team and departments impacting call center workload. Effectively adjust intraday activities required to meet daily service level objectives. Ensures effective and efficient utilization of resources through accurate forecasting of workload, developing effective schedules and staffing plan, managing the real time operation, and communicates performance results. Collaborate with management team to identify workload drivers, growth plans, etc. Develop accurate long term and short term forecasts of workload volumes, handle times, and provide accurate workload predictions for budgeting, staffing, and hiring.

Requires at least 3 years experience in workforce management and experience with Aspect eWFM a plus. Bachelors degree in related field highly recommeded.

We have a compensation and benefits package that inspires loyalty in superior professionals. A rewarding career awaits you! Please e-mail your resume and cover letter to [Click Here to Email Your Resumé]. EOE Only those selected to interview will be contacted.