Workforce Management Manager

1 week ago

Atlanta, Georgia, United States City of Atlanta Full time
Job Title: ATL311 Workforce Management Manager

Join the City of Atlanta team as a Workforce Management Manager and take on a challenging role that requires strategic thinking and leadership skills.

About the Role

This position is responsible for leading the Workforce Management team in real-time monitoring of service levels and site performance. The successful candidate will have a strong track record of exceeding key performance metrics and service level agreements.

Key Responsibilities
  • Tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
  • Operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
  • Accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet operational and business objectives.
  • Demonstrate Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently.
  • Advanced skills using Microsoft Excel as well as workforce management software, such as NICE IEX, or Calabrio in a business environment.
  • Ability to prioritize and meet tight deadlines.
  • Analytical with attention to detail
  • Proactively identify risks, and opportunities around business performance.
  • Realign resources to optimize coverage and service based on skill set and priority.
  • Communicate with front-line leaders to ensure they have the data needed to address staffing needs.
  • Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership, and a responsibility for the execution of operational excellence; engage in the selection and hiring process as needed.
  • Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department's ability to improve operations.
  • Oversee the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals.
  • Oversee delivery of contact center and operations performance reports as well as ad hoc reporting, including preparation of employee incentives.
  • Manage workforce forecasting for call center operations.
  • Analyze historical data to identify business optimization opportunities (e.g. consolidate queues, change hours).
  • Ensure integrity of data in the current tools and future Workforce Management system.
  • Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
  • Identifying opportunities to further optimize workforce, including assisting in the development and implementation of call routing strategies associated with call distribution and routing.
  • Support special projects by monitoring, analyzing, and reporting on key performance indicators.
  • Other responsibilities as judgment or necessity dictate.
Requirements
  • Bachelor's degree in Business Administration, Data Analytics, quantitative discipline or a combination of 5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
  • Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
  • Experience with Workforce Management software – (forecasting, scheduling, performance tracking, and e.g., Calabrio, NICE-IEX, Genesys, Verint) required.
  • Experience implementing new systems, new technology features or versions and processes.
  • Experience in Contact Center Management and Service systems knowledge.
  • Proficient working with Advanced Excel and other analytics tools with a preference for Power BI.
  • Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
  • Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
  • Skilled in problem-solving, critical thinking and decision-making.
  • Highly skilled in coaching, developing a WFM team.

This is an exciting opportunity to join the City of Atlanta team and contribute to the success of the ATL311 Call Center. If you are a motivated and experienced professional with a passion for workforce management, we encourage you to apply for this role.

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