Job Description

The Workforce Manager meets business requirements by determining call center staff requirements, developing and monitoring schedules, improving resource planning and scheduling systems. The manager workforce is indirectly responsible for the efficiencies (of each campaign they support) surrounding list management & dialing, staffing & scheduling and the forecasting & tracking of call volumes.

The Primary Duties and Responsibilities

• Primary responsibility for day-to-day service levels.
• Manages the performance of Workforce Analysts and supporting staff.
• Assures that near real-time agent performance data is maintained to support operations management performance coaching.
• Analyzes call and staff forecasts to identify needs and corrections.
• Works with operations management to assure that staffing requirements are understood and being addressed.
• Acts as site contact for any service impacting issues and call center response(s).
• Communications needs and opportunities to operations management about cost management relative to on-line staff.
• Helps plan for off-line activities to support operations needs including training and meetings.
• Maintains staff performance by monitoring call volume; adjusting and reallocating staff resources; Monitoring Real-Time Adherence (i.e.; call work, AHT, ASA, talk-times, etc.)
• Prepares call center staffing reports by collecting, analyzing, and summarizing data and trends; recommending new resource models.
• Ensuring staff optimization (service levels, occupancy, AHT, etc.) for inbound campaigns and (utilization CPH, completes, etc.) for outbound campaigns.
• Manage special projects as assigned by Sr. Director, Workforce Management

Professional:

Starting pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The budgeted starting salary range for this role, is $85,000-$100,000 potential for bonuses.

Requirements

• Five years of experience in forecasting scheduling and traffic management in a complex sills based routing environment which operates 24/7
• Knowledge of real-time adherence
• Proficient with call center metrics and behaviors.
• Proficient in MS-Excel mandatory (formulas, charting, graphics)
• Time Utilization and exception tracking experience (a-plus)
•  Knowledge of Workforce Management software (IEX/TCS, Blue Pumpkin)
• Ability to analyze daily, monthly, and annual call volumes/patterns
• Ability to identify product and skills training needed to deliver quality customer service