Job Summary:

The Workforce Initiative Manager is responsible for budgeting, forecasting, skilling, productivity, and efficiencies of Customer Service Representatives in our Service Center. This role will analyze data to able to identify areas of opportunity, productivity growth, savings, and process improvements.

Day to day:

• Own call volume forecast and staffing requirements based on historical data, trends, and business needs.
• Manage and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
• Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
• Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.

Qualifications

• 5 years in workforce management analytics role
• Advanced Excel- building forecast
• Knowledge of incontact/NICE, data manipulation/forecasting/modeling in excel.
• Benefits administration experience preferred.

Education:

• Bachelor's degree (B. A.) from four-year college or university; or equivalent relevant work experience.

Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $110,000-$120,000 exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!