Sr Mgr, Workforce Management Systems and Process Administration

5 - 7 years experience  •  Telecommunications

Salary depends on experience
Posted on 07/21/17
Riverview, FL
5 - 7 years experience
Salary depends on experience
Posted on 07/21/17

Responsible for developing and monitoring WFM Forecasting, Scheduling and Platform processes in order to ensure consistent and efficient achievement of service performance targets. This position is responsible for the strategically administrating Charter’s investment in the Aspect eWFM platform.

Actively and consistently support all efforts to simplify and enhance the customer experience
Deploy manage, and provide administrative oversight to the Aspect eWFM and all other workforce management technologies
Communicate staffing and scheduling tools and processes in the WFM platform to all levels of the Customer Care organization
Provide tools and promote common processes for shift bids, vacation bids to improve scheduling effectiveness and agility
Support budgeting and business planning needs
Manage shrinkage, overtime, and VTO planning processes in the WFM platform
Responsible for maximizing efficiency and occupancy while meeting service objectives
Improve operational bandwidth by training, coaching and developing staff across all WFM teams utilizing the WFM platform
Partner with Telecom to enhance call routing effectiveness and accuracy
Managing multiple functions within the WFM team, eWFM configuration, scheduling teams, local WFM scheduling direction, and shrinkage direction
Recognizes and recommends 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
Expertise with work force management technologies like eWFM and/or IEX
Analytical skills: regression modeling, sample size methodologies, correlation analysis, etc.
Advanced Excel skills and 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

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
Bachelor's degree equivalent work experience required

Related Work Experience Number Of Years
Workforce Management experience in a management capacity 6-7
Customer Care and/or Call Center experience 7
Management Experience 3+

Requisition Number: 199734BR-2

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