Jobs in the United States

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Added just now
Assistant Site Manager Hourly
Spotless Brands
Nampa, ID
Ability to learn quickly and apply new procedures and/ or operational tools
Added just now
KD
Comfort Advisor
Korte Does It All
New Haven, IN
- $80,000 USD / year
We give you the tools, training, and support to maximize your earning potential - and build a long‑term career in a booming industry.
Added just now
J
SFMC Developer
Jellyfish
New York, NY
- $90,000 to $110,000 USD / year
As CRM Sr. Manager, Architect & Journeys Developer, you will be the technical engine behind our clients' lifecycle programs. You will turn CRM strategy into working CRM solutions:…
Added just now
Blind Bolt Assembly Lead 2nd shift
Howmet Aerospace
Tucson, AZ
Must have specific knowledge of product function, testing and design
Added just now
Veterinary Marketing & Outreach Coordinator
VERG Brooklyn
Brooklyn, NY
Performance Analysis: Collaborate with EVG Marketing to monitor and analyze the effectiveness of marketing campaigns using tools like Google Analytics and social media insights.
Added 1 min ago
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Application Security Engineer
Battelle
Crystal City, VA · ARLINGTON, VA
- $130,000 to $190,000 USD / year
Utilize application security testing tools to identify potential vulnerabilities
Added 1 min ago
EDUCATION & TRAINING SPECIALIST - 78000272
State of Florida
TALLAHASSEE, FL
Added 1 min ago
Electrician / Panel Builder
Hitachi Global
Holland, MI
Ability to provide own hand tools and toolbox suitable for the job (a list of those recommended will be provided).
Added 1 min ago
Senior Partnerships and Outreach Specialist
Noble Research Institute
Ardmore, OK
…where our office is. We are empowered and equipped with the tools that allow us to connect, to be intentional and to grow…
Added 1 min ago
Commercial Credit Analyst II
First Financial Bank NA
Brentwood, TN · Lebanon, TN · Knoxville, TN · Lexington, KY · Chattanooga, TN · Bowling Green, KY · Murfreesboro, TN · Clarksville, TN
Advanced proficiency with spreadsheets, word processing applications, and financial analysis tools
Added 1 min ago
Store Manager in Training
GNC Holdings LLC
Chicago, IL
…performance, product management, and ensure your team has the tools to succeed. You will support your store as a management team member and lead in a manner that is consistent with GNC…
Added 1 min ago
Store Manager in Training
GNC Holdings LLC
Pensacola, FL
…performance, product management, and ensure your team has the tools to succeed. You will support your store as a management team member and lead in a manner that is consistent with GNC…
Added 1 min ago
eCommerce Product Manager, Digital Operations
Tempur-Pedic North America,LLC
Lexington, KY
Build and maintain marketing and triggered email campaigns using HTML, Adobe Dreamweaver, and other tools, to support content updates and campaign execution.
Added 1 min ago
Process Engineer - Injection Molding
Consolidated Metco
Canton, NC
Master Molder 1 certification required; Master Molder 2 certification highly preferred
Added 1 min ago
Finance Intern
PROCESSBARRON MASTER
Pelham, AL
Maintain spreadsheets, financial databases, and reporting tools
Added 1 min ago
Rehab Director
Healthpro Heritage, LLC
Matthews, NC
Ensure a safe environment by complying with infection control, OSHA standards, and proper use of tools and equipment.
Added 1 min ago
HH
Occupational Therapist (OT)
Healthpro Heritage, LLC
Chester, CT
- $45 to $52 USD / hour
Patient Assessment: Patient Assessment: Evaluate clients' physical, emotional, and cognitive abilities using observations and standardized tools.
Added 1 min ago
Quality Assurance Manager 04287 NWD
North Wind Group
PADUCAH, KY
· Must have a valid driver’s license and be able to operate a government vehicle
Added 1 min ago
CH
Store Associate
CVS Health
Northfield, OH
- $15 USD / hour
Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
Added 1 min ago
CH
Store Associate
CVS Health
Mauldin, SC
- $15 to $18 USD / hour
Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
Added 1 min ago
CH
Store Associate
CVS Health
Troy, MI
- $15 to $19 USD / hour
Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
Added 1 min ago
CH
Store Associate
CVS Health
Ann Arbor, MI
- $15 to $19 USD / hour
Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
Added 1 min ago
CH
Store Associate
CVS Health
Grand Rapids, MI
- $15 to $19 USD / hour
Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
Added 2 mins ago
MS
Wealth Management Associate
Morgan Stanley
Wayzata, MN · Wayzata
- $75,000 to $125,000 USD / year
…such as digital marketing, portfolio holdings and/or proposal tools and financial…
Added 2 mins ago
Software Developer Subject Matter Expert (SME)
Chenega Agile Real-Time Solutions
St Louis, MO
The Software Developer Subject Matter Expert (SME) will provide senior-level technical expertise for the design, development, enhancement, integration, testing, deployment, and support of…

Verida Inc

Manager, Workforce Management

Villa Rica, GA, United States

Apply on workforcenow.adp.com About employer

Applications open in a new tab.

Job details

Experience: Required – 2 to 5 years workforce management experience in contact center operations or other high volume complex service or/or operational environment
Posting language: English

Original job description

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).

Apply on workforcenow.adp.com About employer

More about this job

Skills

Process improvement
Statistics
Call routing
Scheduling
Reporting
Financial analysis
Forecasting
Project management
Customer service
Microsoft Office
Microsoft Excel
Communication skills
Meet deadlines
Interpersonal skills
ShoreTel

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Work requirements

Jobs in the United States