Senior Workforce Manager

Paycor Inc   •  

Cincinnati, OH

5 - 7 years

Posted 236 days ago

This job is no longer available.

Job Summary This position is responsible for providing scheduling, forecasting, and management of intra-day staffing for multi-site operational teams. The workforce consists of associate groups responsible for handling front and back-office operations, including inbound and outbound communications via phone calls, emails and case management with additional channels expected in the future.  Implements best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency while delivering amazing client experiences.  This role requires a thorough understanding of customer service operations, including relevant use of phone technology components. Essential Duties and Responsibilities

  • Develop and implement best practices and processes in planning activities, real-time monitoring and management procedures. 
  • Influence the evolution of Client Services capacity models, workload forecasts and schedules with a focus on increasing efficiency and reducing labor costs.
  • Coordinate and advise Client Services leadership to manage staffing based on call volume and metric achievement. 
  • Work closely with Client Service leaders to align scheduled resources with demand curve providing expertise and advice on requirement patterns, schedule efficiency impacts and minimizing overtime.
  • Develop and manage service processes that involve inbound call routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications.) 
  • Lead the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for operations leaders.
  • Captures, stores, and reports on historical statistics (service level, occupancy, forecast accuracy, etc.) 
  • Identifies contact volume trends and averages on a monthly, quarterly, and seasonal basis including trends in case types.
  • Performs root cause analysis and partners with the Learning function for training and/or content changes to address trends. 
  • Identify opportunities for technology (workforce management software) to support desired business outcomes
  • Enable proactive scheduling of discretionary activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives
  • Document changes to the IVR and CTI architecture
  • Present opportunities to implement functionality available on the phone platform to Client Services leadership.  Prioritize and implement requests across multiple functional teams.
  • Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, e-mail and cases. 
  • Lead and participate in cross-functional activities such as requirements gathering and review, as well as user acceptance testing to ensure quality experiences
  • Maintain a working environment that is energized and consistently demonstrates the Paycor service commitment, sets good work example for others
  • Work with internal partners, including IT staff and vendor technical support, as needed*
  • Strong knowledge of IVR functions and programming*
  • Other duties as assigned by Manager

*Indicates essential job functions.   Requirements   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree or equivalent experience required
  • 5-7 years of related experience in workforce management or forecasting functions
  • High operational knowledge and previous experience managing voice collaboration systems and software covering office telephony and contact center functionalities.
  • Past experience driving change based on statistical trend analysis
  • Exposure to salesforce.com is desirable
  • Working knowledge of call center performance metrics
  • Strong interpersonal, verbal and written communication skills
  • Polished, professional appearance and behavior
  • Self-motivated and must excel in a minimally managed position
  • Excellent understanding of Operating Systems and MS Office products
  • Ability to interface with multiple departments, multi-task, think on your feet, and work independently
  • Excellent organizational and analytical skills coupled with high attention to detail
  • Ability to effectively solve problems by balancing detailed questions with creative solutions