The Manager, Workforce Management (WFM) is responsible for facilitating service level achievement and maximizing staff utilization for multiple business units through the forecasting, scheduling, adherence, and analysis functions of the Workforce Management team. The WFM closely partners with business and cross-functional leadership to develop workforce strategies that align to business and departmental goals, and leverages data reporting and analytic capabilities to improve operations.
In addition, the WFM continuously develops and leads their staff to achieve performance goals and help the company build a high-performance contact center organization. Ongoing responsibilities also include long-term operations capacity planning, workforce management automation development, and staffing optimization strategies.
- Expert Analytics - Ability to provide consistent and effective guidance and leadership within Workforce Management, across the contact center, and at all levels of the organization. Highly developed analytical and operational management skills; uses data to drive operational decision making and achieve business objectives.
- Problem Solver - Detail oriented; thrives on solving complex challenges and demonstrates a high level of personal satisfaction from accuracy and excellence
- Communication Skills - Ability to effectively present information and respond to questions from internal and external sources through various media, including in-person, written correspondence, e-mail, telephone, and video conferencing
- Reliability - The trait of being dependable, trustworthy, and having the ability to handle multiple projects and complete tasks within the assigned deadline
Duties and Responsibilities:
- Forecasting - Responsible and accountable for the successful operation and performance of the Workforce Management function; ensures staff meet and/or exceed KPIs as defined. Optimally forecast volume demand, build and maintain staffing models, schedule personnel to meet client needs and business objectives, set and manage call/task routing to optimize performance, monitor operations in real-time to advise/direct staff actions, and deliver reporting to assess accuracy and effectiveness of operational and functional performance
- Reporting - Manages the Workforce Management function to effectively deliver support services including (but not limited to): Volume and staff modeling/forecasting, staff schedule development and implementation, operational performance monitoring and real-time decision making, call routing design and monitoring, performance reporting/visibility, and WFM technology/tool configuration and management
- Performance Measures - Through metrics for the function creates and maintains reporting to provide effective visibility and transparency of performance (operational and functional). Develops, produces, and presents evidence-based workforce planning data analytics and scorecards; conducts operational meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving improvements.
- Collaborative – Works with all contact center functions to ensure effective implementation and management of work schedules, shift bids, time-off requests, and adherence management; demonstrates partnership and commitment to mutual success
- Analytics - Gather information, analyze data, observe WFM process, and lead the effort to consistently improve each workforce process and performance
- Team building - Cultivates and leads a high-performance, client-oriented organization; actively builds the Workforce Management team’s reputation within the contact center and across the company; actively demonstrates commitment to the EFE values and culture
- KPIs – Establishes the workforce management success through achievement of KPIs, resource optimization, and the development of new processes and technologies to drive continuous improvement. KPIs: client satisfaction, service level achievement, staffing utilization, schedule adherence, forecasting accuracy, employee attrition/retention, and budget achievement.
Knowledge, Skills and Abilities:
- Analytics Acumen - proven ability to manage contact center staffing through data and effective functional management, working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Planning - Ability to plan, problem solve and develop innovative solutions; highly developed time management skills and ability to meet/balance multiple priorities
- Communication (verbal, written) - Ability to effectively present information to leadership, colleagues, and direct reports
- Technology - Strong computer/technology skills including Microsoft Office, Windows, intranet, workforce management systems and reporting, and telephony system management
Education and Experience Required:
- 5+ years of experience in workforce management and contact center operations (workforce management functional role, supervisor/analyst)
- Experience with contact center technology (telephony, workforce management systems, reporting and analytics)
- Experience in managing employees in a fast-paced environment (direct, indirect)
- Bachelor’s degree required, concentration in business/statistics/finance preferred