As the Senior Manager of Workforce Management, you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300 person global Customer Support contact center. This position plays a key role in supporting the contact center’s mission to provide our customers with a world class experience while driving efficient utilization of our resources. This position reports to the VP of Customer Support and Operations and serves as a close business partner to the frontline customer support management team.

What you’ll do: 

• Prepare short and long term forecasting and staffing models for various lines of business to meet service goals.
• Recommend changes to contact center resources based on trend analysis to achieve performance objectives.
• Provide analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance
• Coordinate all reporting related to Workforce Management
• Work cross-functionally to plan for and track major organization-wide initiatives that drive volume
• Identify and recommend plans to increase the level of customer service and/or efficiencies.
• Work closely with business leaders and finance business partners on budgetary exercises.
• Manage workforce management systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies. Serves as the resident expert on Workforce Management software package.
• Effectively and continuously communicate successes and opportunities
• Proactively identify and communicate trends and events which impact customer contact behavior to the entire organization
• Provide real time and historical reporting
• Manage a staff of 3 analysts

Who you are:

• Minimum of three years manager-level experience overseeing a contact center Workforce Management Team in multiple, high volume (200 agents) contact centers.
• Well-defined internal and external customer-centric approach to workforce management.
• Proven ability to manage and develop analysts, driving performance using appropriate and measurable goals, while maintaining a positive working environment.
• High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
• Excellent verbal and written communication skills, as well as presentation skills.
• Excellent interpersonal skills, will interact with executive and senior management, vendors, internal customers, and staff at all levels.
• The ideal candidate will possess a high level of time management, accuracy and discipline.
• Excellent analytical and problem solving skills. Must be able to identify root causes of problems and develop data based solutions.
• Proficiency with Excel and Google Suite required.
• Experience with outsourcers and managing vendor relationships required.
• Experience in Omni-channel queue management required (calls, chats, emails, cases).
• Proficient in ACD technology. Five9 experience preferred.
• Proficient in Salesforce reporting and queue management.
• Proficiency using contact management and workforce management software and reporting tools. Examples include Genesys, Five9, NICE WFM, Tableau