Workforce Manager

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 10/23/17
Tulsa, OK
5 - 7 years experience
Telecommunications.
Salary depends on experience
Posted on 10/23/17

Job Description

Responsibilities:

  • Serve as a “hands on” expert in developing, implementing and managing all long term, short term and real time work force management activities
  • Produce accurate forecasting techniques for a multi-site, multi-channelnetwork operations support center
  • Create optimal schedules to address demand in order to achieve stated service level goals
  • Partner with Operations team to ensure staffing plan is achieved
  • Produce meaningful reporting on a daily, weekly and monthly basis
  • Establish work force processes and procedures
  • Create and maintain annual hiring plan
  • Work with VP, Customer Technical Support on development of departmental budget and costing model
  • Regular interaction with and support for CTS Supervisor staff
  • Generate general executive reports on demand to assist the VP and Director in creating KPI Dashboards for the management team to review

Job Requirements

Requirements:

  • 5 years of work force planning, scheduling and real time management work experience
  • 5 years working in a customer facing contact center environment
  • Bachelor’s degree in Accounting/Finance/Operations Management or other relevant area or 10 years of experience in planning, forecasting and scheduling in a contact center
  • Proven ability to develop, implement and manage a workforce planning and scheduling approach in a multi-channel environment
  • Strong written and verbal communication skills
  • Familiarity with queueing theory and workforce management software
  • Advanced mathematical and analytical skills
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