Director, Workforce Management

Confidential Company  •  El Paso, TX

11 - 15 years experience  •  Apparel & Footwear

Salary depends on experience
Posted on 02/21/18
Confidential Company
El Paso, TX
11 - 15 years experience
Apparel & Footwear
Salary depends on experience
Posted on 02/21/18

DUTIES/RESPONSIBILITIES:

  • Establishes contact forecasting plans for 8 brands serviced in a universal support contact center utilizing voice, chat and email
  • Collaborates with Care Center Directors and Senior Management to ensure that forecasts are in alignment with company strategy, necessary business rules and operational conditions
  • Leads team of technically savvy, analytical individual contributors that support and adjust the contact flow and staffing models within the Care Center
  • Oversees multiple data sources that provide key information in decision making
  • Uses real-time and forecasted information to deliver data and reports that align to key business priorities; leverages this information to make informed decisions and minimize operating costs
  • Maintains and analyzes workforce performance, leads analysis and directs staffing changes for continuous quality and productivity improvement
  • Manages WFM tools, IVR, ACD and all key telephony systems, both in house and vendor relationships
  • Executes and delivers on daily, weekly and monthly volume forecasts across multiple contact channels
  • Oversees retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers
  • Develops KPI’s and reporting mechanisms to measure operating standards and to drive effective decision support
  • Develop and execute long-term strategic vision of Workforce Management
  • Drive the design of metrics, scorecards/dashboards and policies for Workforce Management
  • Collaborate with cross-functional leadership teams to plan and measure long-term growth strategies for the function
  • Provide guidance and leadership to supervisors, managers and directors throughout the Care Center
  • Act as a mentor to assist in the career growth and development of the team by driving focus on our values
  • Drive ongoing development of alternative workforce strategies. Support operations leadership team to execute on strategic initiatives.
  • Lead the development of operations divisional budgets and re-forecasts.
  • Monitor and approve all operations hiring by delivering long and short-term staffing outlooks, monitoring requisition activity, and confirming all on-boarding based on forecasted unit cost targets

Required Experience

  • Bachelor’s degree required; MBA preferred; background in accounting or finance preferred
  • 10+ years of related forecasting and technical experience in a care center required
  • 10+ years of demonstrated advanced statistics analysis ability required
  • Advanced MS Excel abilities including deep VBA development experience required
  • Advanced MS Access abilities required
  • Experience with Mini-Tab or similar required
  • Experience with SAS preferred
  • 7+ years of demonstrated expertise in WFM software solutions; Verint 15.1 preferred
  • 5+ years of demonstrated expertise in channel platform software; Avaya CMS 16.3 preferred
    • Ability to write Custom and Designer reports required
  • Detail oriented with strong analytical ability.
  • Ability to identify problems and long-term solutions.
  • Excellent organizational and project management skills required.
  • Interpersonal and leadership skills required.

538-067

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