The Manager-Workforce Management is responsible for the execution of the overall Workforce Management Strategy for the National Contact Center, focused on forecasting, scheduling, real-time, and intra-day management. This includes ownership of the Workforce Management system and tools, capacity
planning, forecasting, scheduling, monitoring queues and agents on an interval basis, and effectively making real-time changes and adjustments to schedules. This position will partner with people and teams across all Operations of the business to identify actionable insights for the National Contact Center. The Manager-WFM will partner in the implementation of solutions geared toward operational and financial optimization related to National Contact Center forecasting, production, workforce scheduling, and workflow while promoting a culture of accountability. The Manager-WFM is responsible for reporting metrics, operational and program performance; and will lead all assigned WFM functions. This position is a key contributor to our operational business and works within the National Contact Center Department with broad visibility.
Workforce Planning and Forecasting (60%)
? Acts as a lead subject matter expert for assigned WFM functions (forecasting, budgeting, scheduling,
workforce performance, and compliance reporting)
? Creates reports designed to interpret Operations performance including, but not limited to, data
relating to demand forecasting, workflow optimization, scheduling, productivity, headcount, capacity
planning, and workforce compliance/adherence
? Partner with Operations personnel to optimize the WFM function within the National Contact Center,
leverage technology enhancements, and work as liaison with other key departments to support
planning and optimize the use of National Contact Center technology
? Assist the National Contact Center Operations team with real time management
? Establish real time triggers for action
? Attend training and be proficient in basic technology administration within the National Contact Center
Communication, Reporting, and Data Analysis (25%)
? Analyze data to identify key themes and trends, explore root cause, identify actions, and coordinate
with others (e.g., training, IT, Supervisors) to pursue improvements
? Maintains and reports out on data analysis on the National Contact Center performance to key players
within the organization
? Effectively communicates trends related to the Operation, National Contact Center Operations team,
or workforce to ensure key objectives are met
? Develops and maintains standard reporting on a monthly, quarterly and annual basis related to
Operations, department, and agent productivity
? Maintains reporting related to agent schedule adherence compliance to be used in coaching and
? Maintains the attendance tracker and reports out as needed
Time Keeping, Compliance, and Scheduling (15%)
? Approve and Schedule time off for employees and ensure vacations are covered to meet staffing
? Monitors agent adherence to schedules, breaks and exceptions, providing reports and making
? Reviews employees time card daily and approve weekly to ensure accurate time reporting
? Investigate / Correct any discrepancies in employee time reporting and requests for time off
? Ensure scheduling requests comply with company guidelines as well as local, state, and federal
? Produces schedules or shift bids that are fair and equitable for all employees and in keeping with our
JOB QUALIFICATION REQUIREMENTS:
The Manager-Workforce Management must have open availability for all business hours (currently Sunday – Saturday, 6 a.m. – 7 p.m). He/she must be able to effectively communicate staffing / scheduling requirements to all employees, the Contact Center Director, and other Operations team members throughout the organization. The Manager-Workforce Management should demonstrate excellent verbal communication skills, follow through, attention to detail, and accurate documentation.
- High school diploma required, some college preferred.
- Two plus years working with workforce management platform in a Contact Center environment as a workforce analyst or above is required.
- Working with inContact WFM or WFM Pro is preferred.
- Contact Center, customer support or Contact Center business experience preferred.
- Ability to manage multiple projects, meet deadlines, communicate effectively, draft written communication materials, manage vendor relationships and demonstrate strong problem solving skills required.
- Ability to maintain a high level of confidentiality also required.
- Must possess excellent computer, organizational and administrative skills, and have the ability to organize and prioritize workload.
- Must be proficient in Excel and Google Collaboration sites. Computer with Internet, phone, and email capabilities.
- Competencies: Managing Work Efficiently, Accountability, Communication, Customer Focus, Organizing, Time Management
Fast-paced, goal oriented, and structured contact center office environment.