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Operations Excellence Leader

2 months ago

Atlanta, Georgia, United States City of Atlanta Full time

Job Title: Workforce Management Manager

About the Role:

The City of Atlanta is seeking a highly skilled Workforce Management Manager to lead our Workforce Management team in real-time monitoring of service levels and site performance. As a key member of our operations team, you will be responsible for ensuring effective management of incoming and outbound phone, chat, escalations, and email volume.

Key Responsibilities:

  • Tactical Planning and Analysis: Develop and implement tactical plans to ensure the call center achieves key performance indicators on a daily and interval basis.
  • Operational Excellence: Lead the team in operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
  • Human Resource Utilization: Monitor, adjust, and optimize human resource utilization in real-time to meet operational and business objectives.
  • Decision Making and Problem Solving: Proactively gather data, analyze information, and make informed decisions to drive business results.
  • Technical Skills: Advanced skills using Microsoft Excel and workforce management software, such as NICE IEX or Calabrio.
  • Communication and Collaboration: Effectively communicate with front-line leaders, management team, and other departments to ensure seamless execution of operational excellence.
  • Leadership and Development: Lead a team through teaching, coaching, and inspiring to foster a sense of urgency, ownership, and responsibility for operational excellence.

Requirements:

  • Education: Bachelor's degree in Business Administration, Data Analytics, or a quantitative discipline.
  • Experience: 5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment.
  • Skills: Strong track record of exceeding key performance metrics and service level agreements, experience with Workforce Management software, and proficiency in Advanced Excel and analytics tools.