Mgr Workforce Management
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Birmingham, AL 35205
The Manager of Workforce Management is the strategic bridge between Contact Center, Back office functions, and overall operations. We are looking for a candidate who can build strong relationships with both her/his internal customers, as well as their team to ensure accurate and prompt delivery of forecasting and scheduling as well as weekly, monthly, and ad-hoc analytics.
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, advanced level reporting skills, and experience optimizing manpower in contact center and back office environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning.
+ Deliver cost-effective solutions to contact center and back office resourcing while anticipating the needs of the business upcoming business needs; develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning.
+ + Drives strategy and innovation to improve Workforce Management related user experience while effectively training and developing support team to meet customer expectations and needs.
+ Forecast business needs, develop and maintain staffing models across operational teams and create flexible solutions to meet the needs of Customers and business owners.
+ + Provides advanced, in-depth analysis of workload factors for business areas with complex and highly multi-skill members contact areas, review analytics and develop/assist in solutions based upon analytical/data findings and highlight resources issues/opportunities; packaging to make recommendations to Executive and/or Management Teams.
+ + Drives financial and operational accountability for Workforce Management Support programs.
+ + Technical ownership and administration of WFM Tools (Verint).
+ + Work with Information Technology and other applicable teams in Disaster Recovery scenarios to load historical data or make software adjustments after outages to ensure no data trends are impacted and keep business units and leadership abreast of any interruptions in service.
+ + Highlights resources issues/opportunities and making recommendations to Executive or Management Team
+ + Produce accurate long, medium, and short-term headcount forecasts and reports on anticipated work volume and capacity across all departments.
+ + Work with operations leadership to develop, track, and maintain key performance indicators at the individual, team, and organization level.
+ + Monitor intraday performance of call volume and staffing levels across multiple departments, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activates, posting extra hours).
+ Associates and/or bachelor’s degree required.
+ 3+ years’ experience in scheduling, forecasting or capacity planning in a call / contact center environment with advanced utilization data analysis and telephony system tools.
+ 2+ years of Workforce Management Leadership.
+ 2+ years leading a team in an Operations and/or Support environment.
+ Experience with delivery of proactive forecasting and scheduling as well as meaningful, insightful, and actionable weekly, monthly, and ad-hoc analytics.
+ Ability to thrive in an ambiguous environment; highly flexible with ability to execute well independently in a fast-paced, rapidly evolving organization.
+ Strong verbal and written communication skills, with proven ability to develop and deliver presentations with ability to work with and influence people at all levels within the organization to identify and implement key business efforts.
+ Data analysis synthesis and extrapolation experience.
+ Experience with enterprise software, ideally experience implementing workforce management software (Verint a plus).
+ Advanced Excel skills.
+ Experience in developing, launching, and maintaining real-time dashboards to aid workforce related decisions.
+ Ability to be a cost owner and drive cost effective measures in the department and across the organization.
+ Ability to manage and drive process related automation with technical team where needed.
+ Demonstrated ability in developing and implementing new strategies and procedures, capable of putting team priorities into larger business context and ability to make difficult tradeoffs caused by new or changed business goals and/or resource reductions.
+ + SQL and SSRS reporting experience a plus.