Manager, Workforce Management

Role Overview

• Manages the building and automation of capacity and scenario planning models to support service, quality, and efficiency standards
• Sets goals and objectives for workforce management team for achievement of operational results
• Manages all activities within the workforce management function for the contact center
• Drives and manages the innovation, planning and implementation of contact center efficiencies including allocating staffing based on analysis of schedules and work volume
• Collaborates with departments and contact center leadership to determine optimum staffing, scheduling, and resource allocation to ensure improved productivity and operational efficiency within the contact center
• Monitors work performance and analyze results to identify challenges and anticipate contact center’s future needs
• Develops strategies and identifies staffing needs for forecasted new businesses
• Leads and communicates the performance of the workforce management function of the contact center to senior leadership
• Maintains knowledge of all policies and procedures within the workforce department to ensure compliance of established procedures
• Partners with senior leadership to ensure consistent adherence to documented workflow guidelines and established procedures
• Partners with senior leadership to provide performance reviews and oversee the development and implementation of trainings
• Assists workforce management senior leadership in onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department and provides input

Requirements

• Requires a Bachelor's degree and 5+ years of related experience
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
• 2+ years supervisory experience preferred

Benefits

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• flexible approach to work with remote, hybrid, field or office work schedules