Job Description

Job Title
Workforce Manager
Job Description

CITY Furniture, the #1 Furniture Retail company in South Florida, is looking for a Workforce Manager.

The Workforce Manager’s main responsibility is to manage the operational activities of our call center including the forecasting, scheduling, and staffing levels to ensure we meet service and productivity goals.

What will you be doing?

  • Working in an environment of mutual trust and respect in a company that promotes learning and development for all of its Associates
  • Collaborating with other leaders to achieve our company’s growth goals
  • Managing the scheduling of up to 250+ agents working in-house and remotely
  • Utilizing your analytical skills to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
  • Ensuring all reports originating from the department are accurate and reliable
  • Providing right number of resources to achieve ASA (Average Speed of Answer) goals in a timely manner

Why do you belong here?

  • Competitive salary
  • 4-Star Glassdoor rating
  • Focus on work/life balance
  • Exponential career growth opportunity
  • Leaders in the technology field
  • Family-owned and community-focused
  • And MANY more


Are you ready for a new challenge? Apply for a career at CITY Furniture and come grow with us!

Job Requirements

What skills do you need?

  • Ability to do long term capacity planning. We’re growing and need your expertise in long term planning
  • We have a problem-solving culture, therefore, strong root-cause and call trend analysis experience is necessary
  • Executive level reporting experience on performance and action plans
  • Analytical background
  • You have experience using multiple tools (NICE IEX, Verint, Calabrio, etc) to forecast staffing requirements to meet service level objectives
  • You have a solid background in WFM administration
  • Leadership skills to develop a team of RTA analysts to meet department objectives
  • Omni-channel experience is a plus


Other Licenses and Certifications

  • Valid Florida Driver License Required


City Furniture - Call Center - Tamarac, FL 33321 US (Primary)
Shift Type
Regular Business Hours

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online