Manager, Workforce Management

Responsibilities

• Lead a team of analysts and coordinators to ensure timely and high quality work is delivered consistently.
• Interface as department representative with IT to ensure continuity of the phone system, reporting tools, and workforce management software.
• Serve as direct contact for all matters relating to the phone system application.
• Make independent decisions on the set-up of system parameters of the WFM system.
• Responsible for approval of development of training materials and documentation of policies and procedures.
• Work cross-functionally with call center and other operations department leadership to execute tactical plans that align with the goals and objectives of the WFM program.
• Assist in the analysis of WFM capacity and capabilities for managing new clients.
• Support the development of forecast volume, shrinkage, headcount requirements, new hire/modified shifts, and average handle time and measures accuracy of those forecasts against actual volume.
• Includes oversight of the review and approval of PTO.
• Review staffing forecasts on a daily, weekly basis and proactively address staffing concerns.
• Direct daily monitoring of contact volume demand in real time and flex workforce accordingly.
• Schedule activities around forecasted contact patterns and ensure activities are current in WFM system.
• Notify affected parties when off-line activities need to be rescheduled.
• Oversight of call routing strategies when unusual call patterns exist to ensure service levels are met; manage multiple queues and skill groups.
• Develop and design departmental reports for individual and unit performance metrics.
• Recommend and participate in process improvement initiatives.
• Oversee the creation of agent schedules to support volume demands and optimize performance.
• Prepare routine and ad-hoc analytical reports as requested by members of management.
• Develop and monitor adherence to agent work schedules that ensures a high level of customer service standards.

Qualifications

• Bachelor’s degree in mathematics, statistics, or related field or equivalent work experience required.
• 3+ years’ experience working in a contact center environment with 1+ year workforce management experience forecasting, scheduling, and utilizing WFM tools required.
• 3+ years of experience in coaching, mentoring, and/or leading others required.
• 2+ years’ experience using contact center reporting tools.
• Demonstrated experience writing reporting and system business requirements, testing, and implementing required.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.