Major Duties Classification: Exempt / Non-Bargaining Position may be located remote. #LI-Remote Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds. Responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity to align with business need. Responsible for preparation of annual budget for call center customer service and sales teams, as well as ongoing monitoring and reporting of monthly P&L by department. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced and evolving environment. Responsibilities Assists in design of overall team structure Supervise the activities of assigned personnel. Assign and check work, offer regular feedback, conduct formal performance reviews, and provide necessary training. Participate in hiring decisions. Forecast call volumes and staffing requirements based on historical data, trends, and business needs, collaborating with other departments to gather insights on possible business drivers affecting staffing levels. Continuously refine forecasting models to improve accuracy and adapt to changing conditions. Collaborate with call center leadership to identify and address staffing gaps and operational challenges. Develop and maintain effective communication channels with call center team, providing timely updates on schedules and any changes Analyze workforce costs, including labor, overtime and productivity to ensure alignment with financial targets. Develop and monitor workforce budget, tracking actual expenses versus forecasts and adjust plans as necessary. Monitor real-time adherence to schedules, tracking attendance, break times and productivity. Ensure schedules comply with labor laws and contractual agreements. Generate daily, weekly and monthly reports on key workforce metrics. Develop and manage P&L statements for call center operations. All other duties as assigned Qualifications Bachelor's Degree in business, finance, operations or a related field. 5 to 10 years of applicable call center workforce management,forecasting and scheduling in a leadership role, 5 years of supervisory/managerial skills Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint) to forecast call volumes and create schedules. Knowledge of call center operations and industry-specific metrics (e.g., service level, average handle time, occupancy). Strong attention to detail and accuracy, with the ability to analyze data and identify patterns or trends. Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques. Ability to work flexible hours, including evenings and weekends as needed. Excellent communications skills Strong proficiency in reporting and data analytics. Ability to travel up to 20% based on business need Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files,