AddressJob Summary
The Manager of Workforce Management will serve as a resource for workforce management performing all activities needed to ensure all East Coast Contact Centers exceed performance expectations and maintain high employee productivity. Responsible for executing workforce optimization strategy, staffing scheduling, and intra-day performance through real-time monitoring and oversight of activities. Ensuring the Contact Centers are staffed accurately to handle call handling goals, coordinate staffing requirements, evaluating Contact Center real-time performance including monitoring and tracking of unplanned and planned interruptions . Manages coordination of centralized scheduling, shift changes, PTO requests, shift bidding and other processes. Supports forecasting efforts, tracking of Contact Center performance and oversees intra-day call handling performance
Essential Duties and Responsibilities
- Responsible for day-to-day management of Workforce Management Hub.
- Monitors real-time performance of all East Coast Contact Centers partnering with site leaders to ensure goals are met.
- Manages intra-day call handling partnering with Contact Centers to adjust staffing if and when needed (e.g.,., downtime, overtime, etc.)
- Manages all scheduling activities to meet contact volumes and service levels including forecasting staffing requirements, building schedules, managing staffing including new hires, vacation, and shift change requests
- Assess, analyze, and report on team member, subsidiaries, and contact centers performance and productivity.
- Support WFM leadership in accurately forecasting call volumes, analyzing historical call volume, determine short and long term staffing requirements.
- Prepare weekly staffing status including staffing required, current staffing, and staffing requirements.
- Acts as first point of escalation for unplanned and planned interruptions providing frequent updates to contact center leadership and key contact for internal partners (e.g., Telecom, IT, Strategic Initiatives, etc.)
- Tracks and monitors initiative performance and impact to Contact Center; provides staffing adjustments recommendations, if needed.
- Set up new team members in WFM and CISCO.
- Run and prepare ad-hoc reports and analysis as requested.
- Works with Director of Workforce Management to define key metrics to provide Contact Center managers with a solid understanding of business performance.
- Analyzes historical trends and future projections to create forecasting, shrinkage recommendations, scheduling and staffing plans.
- Partners with Contact Center management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all Contact Centers.
- Establishes reporting methods around key metrics related to WFM and ensure KPI's are met
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Minimum Qualifications, Education, and Experience
- Ability to communicate clearly and persuasively both verbally and in writing.
- Strong analytical skills, creative thinking, critical reasoning and intellectual curiosity.
- Knowledge of WFM and industry trends and best practices.
- Knowledge of workforce management; Calabrio preferred.
- Contact Center WFM or operational leadership preferred.
- Strong ability to lead and partner in cross-functional teams.
- Proven excellent leadership and interpersonal skills;able to clearly communicate and provide direction to team members.
- Being able to lead in an agile and fast paced environment.
- Being able to adapt and absorb change quickly and lead team throughout change; needs to be a change champion.
- Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately report findings and success metrics.
- Must be able to type accurately with precise data entry skills.
- Must demonstrate professionalism and the ability to multi-task and work under pressure effectively. Ability to maintain confidentiality of patient and employee information.
- Ability to understand scheduling process and specialty work.
- Excellent telecommunication, verbal communication and demonstrated organizational skills.
Preferred:
- Bachelor's Degree highly preferred.
- Five (5) plus years of workforce management experience. CISCO preferred. Or,
- Five (5) plus years in Contact Center experience preferred.
- Experience with project management approaches, tools and phases of the project lifecycle preferred.
- Strong experience and aptitude in various Windows-based programs including PPT
- Outstanding written and verbal communication skills.
- Excellent organizational/planning management skills.
- Ability to present ideas and information in a concise, organized way.
Quality Standards
- Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
- Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
