November 19, 2024

CPI Security

Charlotte

Workforce Manager

CPI Security, a national leader in residential and commercial security solutions, is looking for a Workforce Management Supervisor in our contact center operations. Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses, and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

What You'll Do:

Creates, maintains, and distributes current, historical and custom key performance reports to make assessments of the staffing, training and call center performance
Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective scheduling to improve customer experience and efficiencies
Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast and takes action to address any issues
Lead and supervise Workforce Management team

What We're Looking For:

Minimum of 2 years experience within Workforce Management required
Minimum of 1 year experience with Genesys WFM required
Experience with Salesforce is strongly preferred
Bachelor's Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
At least 1 year of previous experience with data analysis
Experience in a multi-skill, omnichannel call center is required
Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills

What's In It For You!

$60,000 to $80,000 Annual Compensation
Engaging and fun company culture that's made up of diverse people.
Volunteer and community engagement opportunities.
Great medical, dental, vision, short- & long-term disability and life insurance options. PTO, 401(k) plan with competitive company match.
Education assistance – we encourage & support our employees who want to improve their skills and further their education for advancement.
On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director.