Millenilink
Millenilink is a company focused on tech talent advisory and recruiting, aiming to maximize the ROI on technology investments by attracting the right people to meet business goals. They offer tailor-made strategies for hiring in the competitive digital and technology labor market, specializing in areas such as cybersecurity, cloud and DevOps, data management, and more. With a mission to elevate tech talent acquisition, Millenilink provides services to connect businesses with the talent needed for success in technology-driven industries.
IT Staffing • Contract Recruiting • Permanent Recruiting • Career Development • Digital Solutions Services
Manager - Workforce Management
April 2
Millenilink
Millenilink is a company focused on tech talent advisory and recruiting, aiming to maximize the ROI on technology investments by attracting the right people to meet business goals. They offer tailor-made strategies for hiring in the competitive digital and technology labor market, specializing in areas such as cybersecurity, cloud and DevOps, data management, and more. With a mission to elevate tech talent acquisition, Millenilink provides services to connect businesses with the talent needed for success in technology-driven industries.
IT Staffing • Contract Recruiting • Permanent Recruiting • Career Development • Digital Solutions Services
📋 Description
• Develop and execute short- and long-term workforce plans to meet service level goals across all contact channels. • Use future and historical data and analytics to optimize long term planning. • Ensure the team meets or exceeds Objectives and Key Results (OKRs). • Track and analyze key performance indicators (KPIs), identifying areas for improvement. • Manage and develop a team of workforce analysts, providing guidance, training, and mentorship. • Collaborate with internal partners, IT and vendors to optimize workforce management tools. • Partner with operations and customer support leaders to align on goals and staffing strategies. • Develop and execute contingency plans for unexpected changes in demand.
🎯 Requirements
• Proven experience (5+ years) in workforce management, preferably in a multi-channel customer support environment. • Proficiency in workforce management software (e.g., Genesys, NICE, Verint, or similar). • Strong analytical and problem-solving skills, with the ability to interpret data and make actionable recommendations. • Excellent communication and leadership abilities, with experience directly managing a team. • Knowledge of industry KPIs, OKRs, and contact center best practices. • Experience working in the BPO space a plus. • Bachelor’s degree in Business Administration, Operations, or a related field (preferred but not required).
🏖️ Benefits
• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset • Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! • Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam • Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws! • Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement • Medical/Dental/Vision coverage • EAP – we get you help when you need it. Period. • Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 • And more! – so many benefits we couldn’t even fit them all here!
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