Workforce Manager

POSITION PURPOSE

Responsible for leading the real-time monitoring of contact center performance, making recommendations and optimizing usage of contact center routing, resources, and communicating real-time and intra-day performance. Manage the creation and maintenance of the HR Support workforce schedule and forecast. Develop and implement best practices and processes in real-time monitoring and management procedures. Coordinate and liaise with Contact Center resources to manage staffing based on call volume and metric achievement. Liaise with other internal and vendor contact centers to ensure consistent associate experience as well as maximize efficiencies and cost effectiveness.

MAJOR TASKS, RESPONSIBILITIES, AND KEY ACCOUNTABILITIES

• 40% Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications.)
• 25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training Team to implement action items related to the Command Center activities.
• 15% Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, faxes, e-mail and cases.
• 20% Monitor and maintain processes related to the daily functioning of the Command Center, including, work load distribution, monitoring phone queue and email box , user follow-up, closing tickets and maintaining front-end messages and system availability.

NATURE AND SCOPE

• Reports to Sr. Manager of HR Analytics
• Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:

• Typically requires overnight travel 5% to 10% of the time.

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Preferred Qualifications:

• Call center experience
• Experience with scheduling systems similar to Impact 360
• 5+ years managing others

Knowledge, Skills, Abilities and Competencies:

• Leadership, Strategy, Analysis, Influence and driving change based on statistical trend analysis.
• Strong problem-solving skills; reacts quickly and appropriately to workforce planning problems; follows up in a timely manner on issues not immediately resolvable
• Strong analytical skills, process oriented thinker
• Knowledge of MS Project, MS Excel and other related computer programs
• Possess a proven track record of managing multiple projects, proficiency with Microsoft Project, familiar with project budgeting and financial tracking, costs/benefit analysis, and creation of business justification.
• Experience with creation of project metrics, conducting project result assessments and an understanding of change leadership fundamentals.