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Workforce Management Director

4 months ago

McKinney, United States Globe Life Inc. Full time


Workforce Management Director

Primary Duties & Responsibilities

The Workforce Management (WFM) Director is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real-time resource management of the call center. The Director establishes effective working relationships with departmental partners such as other directors, team supervisors, and quality assurance to ensure daily service level metrics are met. Inter-departmental relationships must be built and maintained with areas such as (but not limited to) business analysts, IT, and other call center functions to meet and sustain evolving departmental, leadership, and business objectives. The Director communicates company and department standards to staff and ensures operational decisions remain within compliance. The WFM Director develops and engages employees through regular coaching and feedback to bolster needed results that support the customer service department's overall operational objectives.

PRIMARY DUTIES & RESPONSIBILITIES

  • Develop short and long-term call volume forecast models using historical benchmark data, active policy volume, and various statistical methods
  • Present forecasts and analysis to internal customers including senior leadership and business analyst team
  • Implement forecasts to the inbound customer service department through the workforce management team and applicable software platforms
  • Conduct regular analysis on accuracy of forecasts and forecast models
  • Continuous review of the existing methodology (i.e., forecasting and implementation models), processes, procedures, and platforms to identify and recommend any improvements to senior leadership
  • Provide ad-hoc, monthly, and quarterly reporting on metrics and workforce trends
  • Disseminate forecast models to WFM team and oversee the scheduling of contact center resources (Off-phone activities such as administrative duties and required training)
  • Use WFM platforms (Community and Finesse, for eg.) to maximize utilization of contact center resources.
  • Monitor call queue and hold times in real time to suggest /or make staffing adjustments to achieve department SLA’s.
  • Develop and implement WFM team performance KPI’s and SLA’s; meet regularly with team members to provide updates regarding team and individual performance and solicit feedback
  • Lead and direct a team of WFM representatives by monitoring performance, coaching, training, recognizing achievements, administering corrective actions, and write/deliver annual performance appraisals
  • Monitor representative requests for time off and oversee the approval to ensure timeliness of response(s) as well as workforce balance.
  • Lead /or participate in cross-functional project teams, as needed, with both internal and external business partners
  • Monitor, update and submit payroll for all hourly WFM team members
  • Communicate with process stakeholder to develop and implement strategic operational goals



Required Skills

  • Strong critical thinking and problem solving skills required
  • Clear, concise and effective communication skills (both written and verbal)
  • Ability to process raw data into forecasts and implementable processes
  • Working knowledge of an inbound customer service call center environment
  • Proficiency with MS Office (Word, Excel, Outlook) • Experience working with Tableau databases and dashboards, preferred • Working knowledge of WFM platforms such as Finesse and Community



Required Knowledge & Experience

  • Bachelor’s degree /or 5+ years working in a call center environment
  • 5+ years of experience in a workforce management environment
  • 3+ years of experience with workforce forecasting, analysis, or planning