Senior Manager, Workforce Management

Skill Requirements

• Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM related tools used for monitoring and data capture
• Experience in Workforce Management, with at least 1 year in a managerial capacity
• College graduate or currently pursuing a degree in any field

Qualifications

• 6 months tenure in current position
• No pending or existing DA case

Essential Duties & Responsibilities

• Manages WFM personnel
• Administers setup and utilization of WFM software and reporting tools
• Administers communication to and from Operations and other support departments
• Collections and analyzes and reports historical center performance statistics
• Manages long-term forecast / staff plan and leads monthly staff plan / budget meeting
• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Works alongside Training and Operations to coordinate multi-skill training for existing agents
• Oversees communication to new hires regarding schedule process
• Oversees short-term workload forecasting
• Oversees scheduling philosophy of schedule assignments
• Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversees analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements

Competencies

• Planning and Strategy
• Staffing and Scheduling
• Customer Focus
• Quality Orientation
• Results Achievement
• Schedule Adherence
• Teamwork
• Verbal and Written Communication
• Attention to Detail
• Adaptability
• Professionalism
• Organizational Understanding
• Managerial
• Decision Making
• Performance Management
• Change Leadership
• Coaching
• Collaborative Leadership
• Conflict Management
• Influence
• Team Leadership