Workforce Manager

Manage workforce personnel on executing workforce strategies based on client needs.

Manage direct reports’ performance, coach/mentor new hires, and carry-out disciplinary actions, if needed.

Act as liaison between operations and support teams to provide real time feedback and address any improvements or concerns effectively.

Initiate process improvement plans to drive accuracy and accountability within workforce team.

Oversee performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours.

Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site.

Facilitate communication between workforce team and operations team to maintain open communication between two groups.

Manage workforce team to assist with staffing adjustments based on re-forecasted requirements.

Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.

Deploy policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.

Manage short-term and long-term workforce workload and other related projects.

Manage deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.

Proactively educate team on intricacies of each client within the site to ensure team is focused on supporting revenue growth with each client.

Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

Perform other duties as assigned by management.

Work independently with minimal supervision.

Education

• High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
  
  

Experience

3 years of Workforce/Process Improvement experience required; inclusive of 2 or more year directly managing staff required.

5 years customer care and/or call center with project management and/or process development experience preferred.

Prior experience with EWFM, Aspect, and IEX.

Knowledge, Skills, Abilities & Other Characteristics

Ability to read, write, and speak English.

Ability to create/manage scheduling and real-time management processes and tools effectively.

Strong analytical skills, ability to interpret regression modeling, sample size methodologies, correlations analysis, etc.

Ability to create models, customize reports, and depict important information in clear, concise, and creative ways.

Strong management skills to develop employees through mentorship and training.

Ability to work independently and with other teams to achieve performance goals and objectives.

Advance personal computer skills including Microsoft Office.

Excellent interpersonal, written, and oral communication skills with all levels of management.

Ability to make good judgments/decisions and take initiative to accomplish job duties.

Ability to prioritize and organize work in a multitasked environment.

Ability to adapt to a fast-paced and dynamic environment.

Ability to maintain the highest level of confidentiality and professionalism.