Manager, Workforce Management

The main responsibility of the Manager of Workforce Management will be to manage the day-to-day operations of the workforce management department. This task will encompass monitoring and evaluating the Call Center staffing levels, call volume efficiency, and correlated Member satisfaction results for all areas of the business. This position requires a strong background in process improvement experience and statistical analysis.

ESSENTIAL FUNCTIONS:

• Implement Workforce Management departmental policies and procedures as directed by the VP of Corporate Call Centers.
• Manage and drive real-time processes, including strategic discussion on call routing, and agent skilling/attributes to maximize agent utilization. Manage and drive the scheduling process to review volume demand patterns to generate schedules designed to maximize agent utilization
• Build and develop high-performing teams and create conditions for great performance and development discussions throughout the year
• Optimize utilization of workforce management tools set and strengthen team’s training to fully leverage tool capabilities to enhance results
• Establish excellent working relationships with business leaders and department contacts to maintain and continuously improve the level of service
• Provide recommendations on cross-training opportunities and shrinkage management
• Identify volume trends and incorporate into planning for FTE forecasts.
• Provide reporting on the execution of plans and deliver insight to events contributing to results
• Monitor, track and analyze workforce management KPIs to validate assumptions and build plans to continuously improve performance
• Conduct daily, weekly and monthly sessions with operational leaders to provide results, outlook, and recommendations
• Analyze staffing data provided by the department and Finance and make recommendations to senior management.
• Actively advise and provide guidance to the business units around scheduling, labor management and leave management.
• Perform all other job-related duties as requested.

REQUIRED SKILLS AND ABILITIES

• Experience working with Talkdesk, is a plus.
• Experience in financial analysis/planning, predictive modeling/forecasting, project management, or operational analysis
• Preferred – Experience with training, quality and customer service
• Proficient with Microsoft Office products (Strong/ Excel skills)
• Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
• Experience working in a fast-paced environment with the ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
• Change Agent – Ability to lead and be productive through organizational change and challenges
• Previous experience with process improvement.
• Strong understanding of statistical analysis.
• Aptitude for learning new software and adopting new technology.
• Highly detail-oriented.
• Excellent customer service skills.
• Ability to lead and mentor a team.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Associate degree required.
• Bachelor's degree preferred.
• Working knowledge of Microsoft Office.
• Required – 2 to 5 years workforce management experience in contact center operations or other high volume complex service or/or operational environment
• Required – Experience in workforce management software and contact center platforms (Community, Shoretel, or something similar).