ATL311 Workforce Management Manager

3 months ago

Atlanta, United States City of Atlanta Full time

ATL311 Workforce Management Manager

Salary commensurate with experience 

Job Description

If you love dynamic, challenging projects that focus on excellence supporting the unique needs of The City of Atlanta-311 Call Center-The City of Atlanta has a fantastic opportunity for you Bring your expertise and collaborative skills to make an impact in the lives of our team members and business partners.

The Workforce Management Manager position will be responsible for leading the Workforce Management team in real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, escalations, and email volume. The position will have high visibility to all the operations teams.

 This position requires the ability to lead in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as a leader to the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department is vital.

You will lead a team that works closely with Atlanta 311 leadership team and other business partners to deliver quality services to our City of Atlanta citizens and communities.

In this role, you will be responsible for the following:

  • Tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
  • Key responsibilities will include 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.

To be successful in this role, you will have:

  • 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.

  • Supportive Services Coordinator

    2 weeks ago

    Atlanta, United States City of Atlanta Full time

    Position open until filledHourly rate- $19.00 - $24.00General Description and Classification Standards Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered...

  • Supportive Services Coordinator

    3 months ago

    Atlanta, United States City of Atlanta Georgia Full time

    Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partne Support, Representative, Call Center, Coordinator, Portfolio Manager, Customer Service, Retail

  • Client Support Services Coordinator

    1 week ago

    Atlanta, Georgia, United States City of Atlanta Georgia Full time

    Position Title: Customer Service Representative (CSR) Level IIDeliver a comprehensive array of customer assistance within the Supportive Services DivisionOperate under the general oversight of the ATL311 Supportive Services Portfolio ManagerThe Supportive Services Division works collaboratively to provide aid to clients in need, ensuring a responsive and...

  • Client Support Services Coordinator

    1 week ago

    Atlanta, Georgia, United States City of Atlanta Georgia Full time

    Position Title: Customer Service Representative (CSR) Level IIDeliver a comprehensive range of client support services as part of the Supportive Services Team.Operate under the general oversight of the ATL311 Supportive Services Portfolio Manager.The Supportive Services team works collaboratively to provide essential assistance to clients in need, ensuring a...

  • Supportive Services Coordinator

    2 weeks ago

    Atlanta, United States City of Atlanta Full time

    Position open until filled Hourly rate- $19.00 - $24.00 General Description and Classification Standards  Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered...

  • Manager, Workforce Management UKG

    1 month ago

    Atlanta, Georgia, United States KPMG Full time

    KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we do not anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth...

  • Senior Manager, Dialer and Workforce Optimization

    5 days ago

    Atlanta, Georgia, United States CarMax Full time

    About the RoleThe Senior Manager, Dialer and Workforce Optimization will be responsible for leading the Dialer and Workforce Management teams for the CarMax Auto Finance contact center by guiding the team to reach solutions for complex problems. This role oversees Dialer administration & functionality, optimizing dialer strategy, optimizing scheduling,...

  • Kronos UKG Pro Workforce Management

    3 months ago

    Atlanta, United States ApTask Full time

    About Client: The client provides information technology (IT) services, including business outsourcing, infrastructure technology, and application services. The application service offered by the company includes application development, maintenance, and support. The markets served by the company are financial services and insurance, healthcare,...

  • Customer Engagement Manager

    2 weeks ago

    Atlanta, Georgia, United States City of Atlanta Full time

    Job Grade: G - 23Salary Compensation: $58, $78,092.30Position posted until filledGeneral Overview and Classification StandardsUnder the guidance of the Deputy Commissioner, the Customer Engagement Manager plays a pivotal role in aligning the objectives of the City with those of its customers. This position is dedicated to fostering a data-driven,...

  • Account Manager

    2 weeks ago

    Atlanta, United States Level Workforce Full time

    About Level Workforce, LLC Level Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction, real estate and finance industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals through strategic guidance,...

  • Account Manager

    2 weeks ago

    Atlanta, United States Level Workforce Full time

    About Level Workforce, LLC Level Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction, real estate and finance industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals through strategic guidance,...

  • Account Manager

    3 weeks ago

    Atlanta, United States Level Workforce Full time

    Job DescriptionJob DescriptionAbout Level Workforce, LLCLevel Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction, real estate and finance industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals...

  • Supportive Services Coordinator

    2 weeks ago

    Atlanta, United States City of Atlanta, GA Full time

    Job DescriptionPosition open until filledHourly rate- $19.00 - $24.00General Description and Classification Standards Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services...

  • Supportive Services Coordinator

    2 weeks ago

    Atlanta, United States City of Atlanta, GA Full time

    Job DescriptionPosition open until filledHourly rate- $19.00 - $24.00General Description and Classification Standards Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services...

  • Business Development Manager

    1 month ago

    Atlanta, United States Level Workforce Full time

    Job DescriptionJob DescriptionAbout Level Workforce, LLCLevel Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction and real estate industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals through...

  • Strategic Partnerships Manager

    2 weeks ago

    Atlanta, Georgia, United States Level Workforce Full time

    Job OverviewAbout Level Workforce, LLCLevel Workforce is a forward-thinking consulting and workforce solutions firm focused on empowering businesses and entrepreneurs within the construction and real estate sectors.With a wealth of over 25 years of combined industry expertise, we are dedicated to assisting clients in reaching their objectives through...

  • Facilities Operations Manager

    4 weeks ago

    Atlanta, United States Level Workforce Full time

    Job DescriptionJob DescriptionAbout Level Workforce, LLCLevel Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction, real estate and finance industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals...

  • ATL 311 Call Center Supervisor

    1 week ago

    Atlanta, United States City of Atlanta Full time

    Posting: Open Until FilledSalary: $69,345.00General Description and Classification Standards:The DCS -ATL 311 Call Center Supervisor is essential to the smooth operation of our call center. This role oversees the daily activities of call center agents, ensures customer satisfaction, and strives to achieve the department’s objectives. ATL311 Supervisor...

  • Account Manager

    4 days ago

    Atlanta, Georgia, United States Level Workforce Full time

    Job Title: Account ManagerJob Summary:We are seeking a proactive and organized Account Manager to join our team at Level Workforce. The primary responsibility of this role is to serve as the main point of contact for our clients, ensuring their needs are met and their experiences with our services exceed expectations.Key Responsibilities:Client...

  • Manager of Strategy, Marketing, and Sales

    1 month ago

    Atlanta, United States Level Workforce Full time

    Job DescriptionJob DescriptionAbout Level Workforce, LLCLevel Workforce is an innovative consulting and workforce solutions agency dedicated to empowering businesses and business owners in the construction, real estate and finance industries. With over 25 years of combined industry experience, we are passionate about helping clients achieve their goals...