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Workforce Manager

1 month ago

Sacramento CA United States Society of Workforce Planning Professionals Full time

Posted On: 10-13-2021
Position Title: Workforce Manager
Job Location: Sacramento, CA
Contact:

The Workforce Manager is responsible for the development of the workforce specialists to ensure that call center objectives such as service level and shrinkage goals are met. The Workforce Manager would be tasked with managing the day-to-day activities of the team, developing tactics based on the manager’s and company’s strategies for success while maintaining a favorable work environment. The development of relationships between Workforce and Operations is a critical component to the department’s success. This role will report to the Director of Workforce Management.

Core Responsibilities:

  1. Be an expert in the support of client(s) as assigned and the processes that govern them.
  2. Oversee and ensure usage and maintenance of call models for assigned environments and deliver the highest level of call forecast accuracy.
  3. Create and maintain long and short-term forecast and staffing models for front and back office operations.
  4. Oversee and ensure usage and maintenance of FTE capacity models for assigned environment which deliver the highest level of service level, line adherence, and occupancy.
  5. Oversee and understand Faneuil and Client processes and procedures.
  6. Apply superior judgement, strategic, and innovative thinking in decision making.
  7. Work closely with RTA & Intraday teams to generate schedules to achieve goals and maximize billable hours.
  8. Lead the workforce planning process for assigned clients and coordinate with stakeholders (Finance, Operations, Training, HR, & Recruiting, etc.) to develop and deliver the best customer experience and highest employee satisfaction at the best cost.
  9. Conduct analysis of assigned clients to identify opportunities to improve service level, cost, and employee satisfaction. Develop recommendations and articulate strategies effectively to stakeholders.
  10. Proactively identify hurdles to achieve goals. Develop action plans to mitigate impact and escalate as needed.
  11. Manage staff in various workforce management activities of forecasting, scheduling, and real-time.
  12. Provide leadership and motivate team members.
  13. Exercise consistent independent judgment and discretion in matters of significance.
  14. Demonstrate ability to work both independently and as part of a team.
  15. Exhibit regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
  16. Other duties and responsibilities as assigned.
  17. Clearly communicate and articulate with both internal and external clients.
  18. Manage operational and client relationships for effective and efficient planning sessions.
  19. Interface and coordinate with various internal business and operational functions (i.e. Operations, Finance, HR, etc.) for the purpose of incorporating external factors into the strategic planning.
  20. Manage interval staffing requirements for all call center resources utilizing a combination of forecasting models and NICE WFM (IEX)/Aspect workforce planning tools/application in an effort to optimize service level and productivity.
  21. Create long, mid, and short-term forecast and resource plans.
  22. Manage the forecasting and planning process in compliance with client contracts and internal processes.
  23. Develop and manage an integrated mid- to long-term resource plan to ensure proactive planning and optimal utilization of resources including call center agents and support personnel, premise-based technologies (e.g., workstations), voice and data networks, and other facility-related needs (e.g., training infrastructure) based on forecasted workload, and service level and financial/utilization objectives.
  24. Manage people and processes as it relates to workforce management.
  25. Manage the forecasting, scheduling, and real-time processes and deliverables as aligned for corporate workforce management practices.
  26. Participate in Customer Service projects and initiatives.
  27. Develop and implement succession and knowledge transition plans for the team.

Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs):

  1. Demonstrate and apply a thorough knowledge of WFM and Call Center operations.
  2. Demonstrate excellent negotiation skills and consensus building.
  3. Work comfortably and communicate with all levels of management and leadership.
  4. Manage a diverse range of projects simultaneously in a rapidly changing environment.
  5. Demonstrate and apply a thorough knowledge of call center workforce management and network routing technologies (i.e. ACDs, Cisco, NICE WFM (IEX), Avaya CMS, eWFM Aspect, Verint, Calabrio, etc.).
  6. Develop and/or utilize transaction-based and productive hour econometric forecast models.
  7. Analyze performance trends and operational metrics to identify and articulate performance issues and improvement opportunities.
  8. Communicate workforce management strategies with Customer Service operational leadership to drive performance towards common goals and objectives.
  9. Demonstrate and apply superior analytical, organizational, and time management skills.
  10. Achieve quality work under deadline pressure.
  11. Learn and apply new knowledge and skills quickly.
  12. Adapt quickly to changing demands and work effectively in a rapidly changing environment.
  13. Solve problems guided only by general organization objectives, policies, and goals.
  14. Develop people and drive performance.
  15. Demonstrate commitment to compliance with applicable laws and regulations, the Company’s Ethics and Compliance Code of Conduct, and other Company policies and procedures consistently.
  16. Demonstrate respect for all individuals, adhere to the Company’s values and business practices consistently.

Physical Requirements:

  1. Communicate orally in a clear manner.
  2. Operate a personal computer, either desktop or laptop and office equipment, including telephone, photocopier, fax machine, scanner, etc.
  3. View a personal computer monitor or laptop screen for extended periods of time.
  4. Exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move.

Working Conditions:

  1. Work indoors, in an office environment, regardless of whether cubicle, open office, or private office.
  2. Work in a fast-paced environment with high daily pressure to meet deadlines.
  3. Work a varied schedule, including occasional overtime to complete projects and meet deadlines in response to changing demands.
  4. Travel occasionally and stay overnight as required.
  5. Requires a bachelor’s degree in business administration, information technology, or other related business major from an accredited college or university. Preferred degree in Mathematics, Statistical Analysis, and Economics/Finance.
  6. Equal years of work experience may be considered in lieu of degree.

Experience:

  1. Requires a minimum three (3) years’ experience managing people and minimum five (5) years’ Workforce Management experience in a large multi-site call center environment.
  2. Experience with all workforce management functions including real-time, scheduling, and forecasting.
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