Contact Center Workforce Manager

Position Summary:
As the Contact Center Workforce Manager, you'll be at the forefront of staffing forecasting and scheduling for TB Customer Relation's Contact Center. Your role involves collaborating with operations supervisors and managers to drive informed decision-making and enhance the center's efficiency. This remote position requires high-speed internet and expects up to 30% travel.
Given that this position is remote, it's essential for any remote employee to have a reliable high-speed internet connection.
Job Duties and Responsibilities:

• Develop productivity and service standards for efficient staffing and exceptional caller experience.
• Lead the Workforce Management department, acting as the primary contact for all scheduling aspects including forecasting, utilization, invoicing, and analytical reporting.
• Ensure adherence to Contact Center schedules and manage exception reporting in collaboration with Contact Center leadership.
• Foster strong communication channels between Workforce Management and operational departments.
• Set standards and goals for the Workforce Management department.
• Manage and communicate all aspects of forecasting and staffing needs, including adjustments and operational metric targets.
• Champion the adoption of Workforce Management (WFM) planning tools for improved business efficiencies.
• Stay informed on call center methodology, emerging technologies, and industry practices to enhance planning models and resource utilization.
• Document processes, deliverables, assumptions, business decisions, and market impacts related to planning.
• Provide staffing insights and forecasts to leadership and stakeholders; communicate outcomes and feedback effectively.
• Reporting: Prepare comprehensive reports on workforce metrics and KPIs.
• WFM Tools: Currently focusing on scheduling, integrating WFM tools as needed.
• ORC Tracking: Manage and monitor Time Entry System for employees.
• Database Management: Handle all historical data for decision-making.
• Forecasting: Analyze forecast hours vs actuals for optimal staffing.
• Billing Hour Validations: Ensure accuracy in billing hours.
• Agent Roster Management: Keep an up-to-date list of active agents.
• Scheduling: Manage the scheduling of all projects effectively.
• Additionally, able to assist with any business needs of TB Customer Relations.

Key Skills & Experiences:

• Bachelor’s degree in a relevant field or an equivalent combination of education and experience. (Preferred Degrees: Accounting, Finance, or Economics)
• 6 to 10 years of progressive work-related experience, with an emphasis on workforce management.
• 3 to 5 years in a supervisory or leadership role.
• Advanced knowledge in scheduling, forecasting, and data analysis.
• Strong communication, organizational, and analytical skills.
• Demonstrates strong self-initiative; proactively identifies and addresses tasks and challenges within the WFM realm.
• Recognizes and acts on opportunities for process improvement and innovation in workforce management.
• Exhibits independence in both thinking and action, capable of driving projects and initiatives without constant supervision.
• Agile and forward-thinking; anticipates future needs in the WFM area and proposes solutions.
• Takes the lead in developing and executing new strategies or approaches within the scope of workforce management responsibilities.

Upon hire, secondary employment must be disclosed and approved.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.

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