Workforce Operations Manager

JOB DESCRIPTION: Workforce Operations Manager

CLASSIFICATION: Exempt

Job Summary

The Workforce Operations Manager (WOM) is responsible for overseeing workforce management (WFM) functions across multiple teams within the Service Center Workgroups. Utilizing advanced workforce methodologies, this role focuses on optimizing service level performance, maximizing resource utilization, providing real-time insights to enhance operational efficiency and handling the complexities with planning while also maintaining relationships with Service Center, BPSS, Client Operations Teams, Client Admin Teams and other departments.

Essential Duties And Responsibilities

• Conduct short-term and long-term workload forecasting, scheduling, and real-time resource management to consistently meet daily, weekly, monthly, and quarterly metrics.
• Facilitate communication between teams and leadership to ensure alignment with staffing requirements and operational goals.
• Analyze interactions, productivity, and patterns to optimize staffing levels, enhance operational efficiency, and ensure alignment with departmental budget targets.
• Process daily exception requests, update schedules, and address escalated issues and ad-hoc requests promptly and effectively.
• Develop and maintain schedules and forecast client demand accurately.
• Utilize Workforce Management (WFM) software and other technical solutions to adjust staffing levels dynamically and achieve key performance indicators (KPIs).
• Ensure adherence to data processing policies and foster positive working relationships within the team and with stakeholders.
• Design, implement, and monitor reports that effectively communicate business activities internally and externally.
• Participate in the development, implementation, and improvement of departmental policies and procedures to enhance operational effectiveness.
• Collect and report quality measurements, phone statistics, customer usage data, service trends, and customer feedback to the management team regularly.
• Implement real-time strategies, including call routing, CSR skilling, cross-training, shrinkage management, and capacity utilization optimization.
• Assist in the integration and implementation of new Service Center technologies to enhance operational capabilities.
• Assume additional duties and responsibilities inherent to the position as needed to support team objectives and organizational goals.
  
  

Required Skills And Abilities

• Customer Service Focus: Demonstrated experience in inbound call center environments, showcasing a strong commitment to delivering exceptional customer service.
• Availability and Flexibility: Ability to work flexible shifts between 7:00 am - 10:00 pm CST, Monday through Friday, ensuring availability to meet operational requirements.
• Self-Initiative and Organizational Skills: Proven self-starter with outstanding organizational and time management abilities, capable of prioritizing tasks effectively.
• Problem-Solving and Analytical Aptitude: Strong problem-solving and analytical skills, enabling the identification and resolution of complex issues efficiently.
• Communication Proficiency: Effective verbal and written communication skills, facilitating clear and concise interaction with colleagues and stakeholders.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in all aspects of work, maintaining high-quality standards.
• Punctuality and Attendance: Excellent attendance and punctuality, recognizing their essential role in maintaining operational continuity and reliability.
• Adaptability and Interpersonal Skills: Flexibility and adaptability to respond adeptly to changing business needs, coupled with strong interpersonal skills suitable for collaboration with various departments.
• Project Management Abilities: Ability to manage multiple projects concurrently, demonstrating proficiency in planning, execution, and completion.
• Technical Proficiency: Strong technical skills, including familiarity with Workforce Management (WFM) software, advanced proficiency in MS Excel, and knowledge of SQL, IVR, ACD, and other call delivery technologies.
• Understanding of Workforce Management Models: Knowledge of capacity, scheduling, forecasting, and staffing models and methodologies, enabling informed decision-making in workforce management processes.
• Commitment to Professionalism and Confidentiality: Demonstrated commitment to professionalism, maintaining confidentiality, and handling sensitive information responsibly.
• Team Collaboration: Ability to establish and maintain effective working relationships with coworkers, customers, and vendors, contributing positively to team dynamics and organizational success.
  
  

Knowledge, Experience And/Or Education

• Bachelor’s degree preferred but not required
• In lieu of Bachelor’s degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
• 3-7 years’ experience in a call center setting preferred
• 4-6 years’ Workforce Management experience required
  

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time

Empyrean is an Equal Opportunity Employer: including disability and protected veteran status