Mgr, WFM Forecasting

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 09/22/17
Louisville, KY
5 - 7 years experience
Salary depends on experience
Posted on 09/22/17

The Mgr, WFM Forecasting is responsible for managing a team of Schedulers and leading all aspects of forecasting, scheduling, real-time analysis, and reporting. In addition, creates short and long term forecasts and manages workforce activities across multiple centers in different locations.

Actively and consistently support all efforts to simplify and enhance the customer experience

Analyze company-wide trends regarding scheduling and allocation of staff to ensure optimal cost effectiveness and operational efficiency

Provide analysis, results and recommendations to leadership team regarding Workforce Management processes, schedules, and plans

Manage day-to-day activities of team and provide guidance and coaching for professional development

Create staffing forecasts for shift bids and mini bids

Liaise with internal and external site operations, providing budget data and 45 day staffing requirements

Take the lead on determining appropriate staffing levels and adjustment recommendations to support budgeting and business planning needs

Analyze workflow data, create and implement recommendations to drive efficiencies and effectiveness

Assist in the development and communication of executive level expense-to-revenue presentations and reports

Forecast shrinkage, overtime, and VTO planning and analytics

Partner to maximize forecast accuracy to ensure service objectives can be met

Provide hiring and staffing direction to Human Resources and Operations

Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.)

Partner with Telecom to enhance call routing effectiveness and accuracy

Work with Training and Operations to coordinate and plan multi-skill training for existing agents

Deploy and manage eWFM or other workforce management technologies

Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs

Oversee short-term and long-term workload forecasting

Recognize and recommend operational and support improvements

Perform other duties and responsibilities as assigned

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Expertise with Workforce Management methodologies, practices, analytics and tools
Full understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
Skilled with work force management technologies like eWFM and/or IEX
Analytical skills: regression modeling, sample size methodologies, correlation analysis, etc.
Advanced Excel skills
SQL experience preferred
Experience using Crystal Reports with the ability to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways
Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
Excellent command of the English language, good use of grammar skills

Bachelor's degree or equivalent work experience

Related Work Experience Number of Years
Workforce management, customer/call center experience 5
Supervisory experience 2

Skills/Abilities and Knowledge

Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects and tasks
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work in an unstructured, fast-paced environment
Ability to work independently
Ability to work with and motivate others
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of performance management concepts and methodology
Knowledge of report writers


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