Manager, Workforce Engagement

The Manager will Increase the efficiency of our Contact Center operations while enhancing the effectiveness of customer interactions. The successful candidate will be responsible for leading the Workforce team to provide best in class support for the Viking Contact Centers. The candidate will help build and evolve the Workforce team to meet the needs of the business while maximizing the efficiency of our Contact Centers.

Reports directly to Director, Sales Planning and Technology.

Duties and Responsibilities:

·       Build a high performing workforce team for forecasting, scheduling, and intraday monitoring.

·       Manage the WFM/WFE functionality in Genesys Cloud CX

·       Evolve WFE/WFM to meet business needs and leverage new Genesys development

·       Track and maintain the proper headcount for each department to meet volume and SLAs

·       Meet weekly with department Managers to review staffing, forecasts, schedules, and planning

·       Monitor agent omni-channel performance and recommend occupancy adjustments 

·       Collaborate with stakeholders on Workforce Engagement strategies and implementations

·       Report on SLAs and variances in actuals to forecasts including adjustments to capacity plans

·       Create and oversee the administration of volume contingency plans

·       Track Industry changes and new functionality driving Workforce Engagement

·       Maintain up to date workforce management and engagement certifications

·       Act as liaison between stakeholders and Genesys technical support for issues with WFE/WFM

·       Partner with Employee Relations to ensure compliance with business and labor regulations

·       Recommend best practices for Workforce Engagement to business units

Skills & Requirements:

·       5+ years experience managing a workforce team including schedulers, analysts, and monitors in a Contact Center environment

·       3+ years experience with Workforce Management on an omni-channel cloud-based WFO platform

·       Prior experience and in depth understanding of omni-channel Workforce Engagement

·       Functional knowledge of contact center operational components inclusive of interaction handling, WFM, performance management, and reporting

·       Preferred experience managing workforce for both in house and BPO support

·       Create data driven presentations for executives on short notice

·       Adept at handling multiple simultaneous projects 

·       Excellent written and verbal communication skills with an aptitude for analytical thinking

·       Ability to work in a fast-paced dynamic environment with shifting priorities

·       Must be proactive, self-motivated, and be able to work both independently and collaboratively

Education Requirements:

·       Bachelor’s Degree (Recommended)

·       Required Genesys Workforce Management Certified Specialist

·                What we offer you:

• Highly competitive compensation plan

• Salary Range: $85,000-$95,000 Annually (determined by a number of factors, such as geographic location).

• Full benefits including medical, dental, vision and life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking)
• Paid training, 6 paid holidays per year and a 401(k) plan with company match
• After 90 days of employment, employee accrue up to 15 days of vacation time and 2 weeks of sick time per year
• Opportunity to take a free and/or discounted cruise
• Highly subsidized gym membership
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name
• Pride and excitement of joining an award-winning team, previously named #1 in ocean, #1 in river and #1 in customer service

 About Viking Cruises History and Background

Viking was founded in 1997 with the vision that travel could be more destination focused and culturally immersive. In 2000, the company purchased Europe’s KD River Cruises in order to grow its fleet, to leverage 40 years of river cruising experience and to acquire rights to prime docking locations in key European cities.

The company expanded into the American market in 2000, establishing a sales and marketing office in Los Angeles, California. Since then, Viking has grown to be the leading small ship travel company, offering river, ocean and expedition voyages on all seven continents.

With an operational office in Basel, Switzerland, Viking provides destination-focused itineraries for curious travelers. Each journey includes a shore excursion in every port and an onboard and onshore enrichment program that provides deep immersion in the destination through performances of music and art, cooking demonstrations, informative port talks and carefully selected guest lecturers.

With 250 awards to its name, the company currently operates a fleet of state-of-the-art ships that have received numerous accolades since their launch from industry experts and travelers alike. For the second year in a row, Viking was voted the #1 River Line and the #1 Ocean Line by Condé Nast Traveler in the publication’s 2022 Readers’ Choice Awards. Viking was also named #1 for both Rivers and Oceans by Travel + Leisure in the 2022 World’s Best Awards making it the only cruise line to reach the top of its categories in both publications in the same year.

Viking marked its 25th anniversary in 2022; during this milestone year, Viking welcomed two new identical expedition ships, as well as two new, identical ocean ships, new Viking Longships® in Europe and new purpose-built vessels for the Nile, Mekong and Mississippi rivers.