We are looking for a Manager of Workforce Management. A critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily guidance to teams that will analyze call volume history by tracking and trending Phone Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate requirements and workload identification.
This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions to ensure overall success in a multi-site/channel contact center environment. This requires having experience with working with suppliers in Business Process Outsourcer (BPO). In addition, this position will be expected to engage in overall Member Services strategy and define how to provide the best member/employee/user experience while continuing to drive maximum efficiency.
Key Responsibilities / Performance Requirements:
Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities
Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
Oversee reporting—internal and external reporting and analytics for Member Services
Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
Provide analytics on trends and use data to identify drivers while continuing to evolve Member Services reporting structure such as Tableau integration
Serve as a subject-matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
Develop and maintain short and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods
Analyze historical contact trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services.
BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus
3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
3+ years of experience managing an RPM team providing forecasting, scheduling and real-time management in a multi-site contact center environment
Strong experience with Workforce Management software (WFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
Experience with Avaya CMS, CRM applications or comparable systems strongly preferred
Proven experience in process improvement, change management and overall operational excellence (LEAN or Six Sigma certification preferred)
Must be able to multitask, be detail oriented and possess strong project management/ organizational skills
Excellent interpersonal and written communication skills
Build Effective Teams
Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams
Strong quantitative and analytical skills
Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)
Strong working knowledge of Windows-based programs (Word, PowerPoint, Access, etc.)
Experience with Tableau or other cube-based analytics platform is preferred