Manager Workforce

Overview

The Workforce Manager will oversee a team of WFM personnel that are responsible for all facets of workforce planning and intraday management. He or she will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
• Identify and resolve technical, operational and organizational issues outside of own team.
• Monitor the training, development, and performance of employees; provide consistent coaching and feedback.
• Coordinate activities of team members to ensure efficient and quality execution of their responsibilities.
• Conduct new hire training to educate on WFM guidelines and procedures.
• Maintain communication by holding regularly scheduled team meetings.
• Review and develop staffing models based on forecasted call volumes.
• Responsible for Intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
• Contribute to the analysis, problem solving and planning of the overall WFM strategy including long and short term planning.
• Work with senior management to develop policies, procedures and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Qualifications

• Bachelor’s degree in Business or other related field.
• 5+ years of Workforce Management experience
• 3+ years of Supervisory experience
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge and proficiency in Microsoft Office applications
• Familiar with a variety of the field's concepts, practices, and procedures.
• Multi-site and Multi-skill call center experience is a must and non-negotiable.
• Previous large (~2500 seat) call center experience
• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software.
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics.
• Ability to manage team sizes of 20+ persons
• Advanced Excel experience.
• Ability to work on simultaneous projects and teams.
• Ability to respond to internal requests for support and assistance in a prompt and professional manner.
• Demonstrated ability to communicate effectively and professionally with internal and external associates.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Team oriented individual.
• Strong time management, problem-solving and analytical skills.