$150K — $200K *
Anyone Home Inc. is looking for a leader who is passionate about Customer Experience and who has the ability to contribute major new innovations in the industry.
As our Workforce Manager, he/she will execute capacity planning across internal contact center sites, drive productivity, and cost-efficiency by systematically challenging workforce and operational teams. The ideal candidate will possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team. This individual will manage a team of analysts and will work with the team to develop goals, provide feedback, mentor, and ultimately drive forward to accomplish all tasks. This individual is also responsible for setting priorities for the team and for collaborating with managers in other operational areas to ensure business needs are met.
The successful candidate possesses superb business judgment, with a track record of successful team management, relationship management, with experience generating and managing, plans, reports, and analyses.
Responsible for managing a team of analysts and developing their skills in regards to KPIs, reporting, collaboration, etc.
Manage the setup and utilization of Community WFM software and ACD reporting.
Create best-in-class staffing plans for business by managing Customer Experience/Service Levels and Employee Experience.
Managing the creation and maintenance of schedules for agents to enable the achievement of service level and productivity goals for the site.
React to changes in daily/weekly/monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.
Develop and improve multiple staff forecasting models using data analysis and statistical tools.
Coordinate with Operations and Finance teams to analyze historical data and forecast demand.
Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
Manage long-term forecast/staff plan and lead monthly staff plan/budget meeting
Manage scheduling procedures, analysis of real-time workload requirements, and call routing to service level requirements
Experience and Knowledge:
Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
Minimum 8+ years' experience within a contact center WFM role
Leadership, presentation, interpersonal, and conflict management skills.
Proven track record of managing teams
Ability to understand forecasting and scheduling theories within a large contact center environment
Strong attention to detail, excellent organizational skills, and the ability to effectively communicate with all levels of Management
Demonstrated analytical skills in a call center environment
Experience with statistical systems/workforce management systems and how they relate to supporting operations
Paid Time Off
Valid through: 10/20/2020