Manager, Workforce Optimization

Salary depends on experience
Posted on 06/29/18
8 - 10 years experience
Technology
Salary depends on experience
Posted on 06/29/18

MAJOR RESPONSIBILITIES:

  • Implement and maintain WFM strategy that aligns with current and future organizational goals
  • Manage Workforce Optimization team on a day to day basis
  • Work with management to accurately forecast call and off-line volumes, analyze historical trends and  forecast head count needs and optimized scheduling
  • Analyze and interpret past and current call volume data to determine staffing needs, create accurate schedules and ensure service levels and customer service level goals are met
  • Support the optimization of non-call taking business processes and other channels of customer contact (claims, chat, email, web-based contacts)
  • Establishment of processes that ensure optimal schedule adherence of call taking and non-call taking representatives, taking into account non-productive time including training, team meetings, planned/unplanned absenteeism, coaching, etc.
  • Create and distribute daily, weekly and monthly reporting that provides insight into call volume trends
  • Plan for the impact of response to client email or outbound calling campaigns, and seasonality to ensure adequate staffing for anticipated call volume; escalates business-critical concerns to the appropriate contacts via proper channels within respective timeframes
  • Create optimal WFM discipline that supports and maintains existing culture of White Glove Service
  • Partner with IT and act as primary contact and In-house expert for any software issues regarding the WFM scheduling and forecasting tools and conduct training on the forecast/scheduling tools, reports, and departmental procedures to staff as required. Key liaison to contact center vendor for contact center tool issues
  • Analyze intra-day, daily, weekly and monthly results, including documentation of reporting requirements for new and revisions to existing reports
  • Adhere to all company policies and procedures

 

EDUCATION AND EXPERIENCE:

  • 7-10 years Contact Center experience, including call analysis, trending and call strategy , Quality Assurance administration, IVR administration and general Call Center floor management experience
  • Experience and success in contact center operations, including expertise in IVR, ACD, Cloud based workforce management processes and tools, reporting and analysis, problem/issue identification, documentation, tracking and resolution.
  • Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette
  • Ability to interpret policies and procedures and communicate effectively
  • Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
  • Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
  • Ability to work both independently and within a team environment
  • High level of integrity and professionalism
  • Strong attention to detail
  • Accountable and reliable
  • Ability to utilize problem-solving techniques
  • Ability to exercise discretion on sensitive and confidential matters
  • Excellent punctuation, spelling, grammar, and proof-reading skills

Preferred Skills

  • Knowledge of Interactive Intelligence/Genesys contact center platform
  • 5+ years' experience with the full suite of Contact Center technologies in a converged network environment with an emphasis on CTI and Call Routing platforms.
  • Experience with telephone number management, including transfers of phone numbers between client partners
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