Director Of Workforce Management

Director of Workforce Management

This position is responsible to create, support and maintain all call center staffing planning activities aligned with the corporate strategy, maximizing the use of resources to achieve business goals and meet contractual service level agreements.

Summary of Responsibilities:

• Provide strategic direction, tactical leadership, and day to day responsibilities for the workforce employees and ensure proper staffing and training to accomplish departmental goals and objectives.
• Grow and develop workforce team to support, forecast and staff to multiple customer interaction channels and back-office activities ·
• Collaborate with key stakeholders to develop processes, procedures and methodologies which support the stakeholder's goals for each business unit.·
• Drive cost savings initiatives for operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across multiple sites and outsourced providers and multiple customer interaction channels: phone, email, fax, chat, and back-office functions.
• Design workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning.
• Assess and quantify near term risk and opportunities and the impact to business initiatives.
• Collaborate with Business Partners in the preparation of the forecasting process to ensure business needs are met and translate those needs as appropriate.
• Maintain appropriate reporting of systems and procedures for hiring, turnover, and tenure to identify trends which impact staffing, recruiting ability, and staff productivity.
• Partner with stakeholders to coordinate hiring plans as needed.
• Support and maintain workforce tools and systems used for contact center routing, staffing, forecasting, and reporting.
• In concert with other CX team members, construct and administer business partner outsourcing agreements
• Other duties as assigned.

Qualifications:
Experience/Other Requirements

• Minimum 10 years of contact center workforce management experience.
• 10 years of progressively responsible experience in an operation, business analysis, finance, or statistics environment. Demonstrated experience managing outsourced service partners.
• 10+ years demonstrated people management experience.
• Demonstrated management experience of exempt and non-exempt staff.
• Ability to manage multiple simultaneous tasks.
• Must be a self-starter and highly motivated business oriented independent thinker.
• Comprehensive competency with call center technology such Avaya, Cisco, Genesys,
• Strong knowledge of IEX WFM or similar tools.
• Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation, and persuasion required to build cross functional commitment to deliver intended results.
• Excellent communication skills both verbal and written in English, bilingual preferred, including the ability to effectively communicate both internally and externally. · Proven tactical skills with the ability to identify connect and communicate opportunities that achieve objectives.
• Excellent organization, planning, project management and analytical skills.Skills

Education:
Bachelor's degree in related field or combination of education and experien


We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.