Customer Service Center Workforce Manager

At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

SUMMARY OF THE JOB:

Reporting to the Director of the Call Center, this incumbent will oversee scheduling, staffing, and operational coordination within a fast-paced call center environment. The ideal candidate will be responsible for managing the schedules of 60 employees across three departments, ensuring optimal coverage, efficient use of resources, and adherence to service level goals. Additionally, this role will involve managing call center metrics, coordinating training, mentoring new hires, and ensuring the smooth functioning of call flows using Genesys software. The Workforce Manager will work closely with leadership and cross-functional teams to optimize performance, resolve issues, and implement system upgrades.

ESSENTIAL FUNCTIONS:

Schedule Development & Management:

• Develop and maintain daily and weekly schedules for 60 call center agents across three departments, ensuring proper coverage in every queue.
• Balance staffing levels to meet service level targets while accommodating employee requests for time off, training, and other needs.
• Monitor and adjust schedules in real time to address call volume fluctuations, including callouts and unexpected staffing issues.
  
  

Time-Off Management:

• Review, approve, and manage all PTO requests, ensuring adequate coverage for all shifts and queues.
• Collaborate with the team to address any shortfalls caused by callouts, absences, or planned time off.
  
  

Training & Development Coordination:

• Schedule training sessions, team huddles, and coaching activities at optimal times to minimize disruption and maximize effectiveness.
• Coordinate and schedule mentoring opportunities for new hires.
• Ensure that mentors are scheduled for time off the phones to shadow and coach new hires, typically for a duration of two weeks.
  
  

Staffing Recommendations & Forecasting:

• Analyze historical data and trends to make staffing recommendations, ensuring appropriate coverage based on call volume forecasts.
• Collaborate with leadership to adjust staffing levels as needed to meet changing business requirements.
  
  

Genesys Software Maintenance & Upgrades:

• Maintain the Genesys software platform, ensuring it is properly configured to support all operational needs.
• Work closely with IT and external vendors to coordinate system upgrades and ensure minimal disruption to operations.
• Oversee the management of the five unique call flows within Genesys, ensuring accurate setup and functionality.
  
  

Queue Management & Analytics:

• Monitor and manage the performance of all call queues, ensuring the appropriate number of agents are assigned to each queue based on skill and capacity.
• Provide detailed analytics on key call center metrics, including average handle time (AHT), wrap-up codes, call volume, service levels, and real-time adherence.
• Identify and report on trends within each queue, providing actionable insights to improve performance.
  
  

Issue Resolution & Troubleshooting:

• Troubleshoot and resolve any issues related to the Liberty Line, escalating problems as needed to IT or external support teams.
• Coordinate with Genesys/VDS to implement system improvements and upgrades, ensuring that changes are properly tested and deployed.
  
  

Real-Time Adherence & Agent Monitoring:

• Monitor real-time adherence and agent statuses to ensure agents are adhering to their schedules and providing optimal coverage.
• Reach out to agents when invalid statuses are detected and work with them to resolve the issue.
• Manage escalations related to missed shifts or call-out coverage, ensuring that appropriate corrective actions are taken.
  
  

MINIMUM REQUIREMENTS:

• Bachelor’s degree preferred or equivalent work experience
• 5 years of proven experience in workforce management, scheduling, or a related role in a call center or customer service environment.
• Strong knowledge of call center operations, performance metrics, and workforce management tools (experience with Genesys or similar platforms preferred).
• Ability to analyze data, make staffing recommendations, and provide actionable insights.
• Excellent organizational and time management skills, with the ability to manage multiple tasks and deadlines effectively.
• Strong communication and interpersonal skills, with the ability to work cross-functionally and interact with employees at all levels.
• Experience with training, coaching, and mentoring new hires in a call center environment.
• Ability to troubleshoot technical issues and coordinate system upgrades with IT and vendors.
• Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting.
  
  

PREFERRED REQUIREMENTS:

• Experience with Liberty Line or similar call routing systems.
• Familiarity with real-time adherence tracking and call center analytics tools.
• Knowledge of workforce management best practices and forecasting methodologies.
  
  

PHYSICAL REQUIREMENTS:

• General Office Equipment
• Keyboard Dexterity
• Prolonged Sitting and Standing
  
  

COMPLIANCE:

Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.