Manager, Workforce Management

2 months ago

Phoenix, Arizona, United States Prosper Full time

The Role

The Manager, Workforce Management will lead the WFM Real Time Monitoring and WFM Planning Teams and partner cross-functionally with all other areas of Prosper's Operations (e.g. Sales, Customer Service, etc., both internally and BPO. You will lead the Real Time Monitoring Team to success in real-time management of offline activities and service level, support scheduling efforts, monitor the execution of business critical offboarding tasks and review intraday reports and productivity reports produced by the Real Time Team. You will lead the WFM Planning Team to coordinate short-term staffing plans and create Locks of the staffing need for our vendor partners per contractual agreements. As a WFM subject matter expert, you will provide input on decisions that impact contact center KPIs (i.e., volume, AHT, ASA, etc.) and make recommendations to increase operational efficiency. To be successful in this role, you must possess strong communication skills and the ability to adapt to changing business needs.

Problems You Will Solve

  • Direct a forecasting team, including deep understanding of WFM concepts and how to evaluate and direct improvement of short-term staffing need forecasts based on Finance/marketing forecasts to project call volume, AHT, and shrinkage. Comfortable providing advice on use of Erlang, weighted averages, indexing, seasonality, trend analysis, and regression analysis.
  • Run a real-time team to maintain a standard of proactive engagement and consistence excellence in real time management of offline activities and service levels.
  • Support the growth of members of the Workforce team by coaching, mentoring, development, setting productivity expectations, and timecard management.
  • Improve scheduling efforts for internal and BPO staffing. Familiarity with contracts for BPO staffing and working with BPO's.
  • Direct the team through standing up WFM support for new lines of business, new products, or channels of support (such as Outbound Collections or Chat).
  • Assist department leaders with accurate forecasts of staffing needs and shrinkage trends compared to current staffing and possible attrition to craft hiring plans to ensure actual headcount matches needs.
  • Craft strategy to meet or exceed ongoing interval compliance, service level, abandon rate, schedule adherence, utilization, and occupancy objectives.
  • Evaluate proposed optimal schedules for how well they meet forecasted need distribution and the plans for filling them via running shift bids.
  • Make thoughtful and sound recommendations to management around optimal staffing tactics (e.g., extra hours, VTO, holiday staffing adjustments, PTO approval, etc.)
  • Facilitate the planning and scheduling process for major offline activities in the call center, including large-scale meetings and training.
  • Represent and explain complex data analysis models to operation staff, leadership, and front-line staff in familiar, non-technical language.
  • Run prewritten SQL scripts in GCP Big Query to evaluate work of WFM Team within the system and run existing Tableau reports and evaluate the performance of the business.
  • Effectively communicate past performance, data trends, staffing plans, and expected outcomes to leadership, including senior management.

About You

  • Bachelor's degree (preferably in Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study) and a minimum of 2 years of experience in a relevant role (Project management, WFM, capacity planning, or similar), or equivalent experience.
  • Deep understanding of Workforce Management as a discipline, and how KPI's, real time monitoring, scheduling, short term forecasting, and capacity planning interrelate.
  • Excellent oral and written communication skills with all levels of personnel and be able to multitask in fast-paced environment.
  • Demonstrated ability to manage a team to excel in a fast-paced, deadline-oriented work environment requiring the effective management of multiple priorities.
  • Love of process and policy creation, documentation, and a drive for ongoing process improvement.
  • Demonstrated analytical mindset and excels at problem solving.
  • Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner, deliver presentations and problem solve with stakeholders.
  • SQL, Big Query or GCP experience is a plus. Preference for ability to write queries.
  • Visualization tools (e.g. Tableau, Looker, Power BI, etc.) experience is a plus. Preference for ability to build new reports.
  • Strong working knowledge of WFM scheduling software such as (NICE/IEX, NICE/StrategicPlanner, Verint, Aspect/EWFM/Alvaria); some admin experience preferred.
  • Familiarity with skilling and reporting in ACD phone systems such as (CXone, LiveVox/Smartreach, Five9, CISCO, or Avaya) a plus.
  • A history of adaptability and self-improvement or learning.

What We Offer

  • The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
  • The opportunity to work in a fast-paced environment with experienced industry leaders
  • Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
  • Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
  • A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.

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