Overview:
Reporting directly to the Director of Share Services the Workforce Manager is responsible for forecasting, creating, implementing agent schedules based on historical inbound/outbound data to ensure Shared Services has sufficient staffing in place so that Service Levels are met. They are also responsible for monitoring intra-day performance and entering schedule exceptions to ensure the leadership team has an accurate assessment of staffing requirements.
Responsibilities:
- Utilize workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
- Day-to-day management of scheduling and forecasting of shared services staff
- Utilize call center tools to observe agents actual state compared to agents scheduled state
- Manage agent time off based on needs of forecast/schedule. Work with leadership regarding schedule change requests. Manage time off calendar with hours allocated by team, blackout dates and holidays.
- Partner with Leadership to schedule team meetings and trainings based on historical volumes/forecast to minimize abandons and keep consistent service levels
- Services as Subject Matter Expert (SME) and WFM liaison
- Manage real-time inbound call traffic to help ensure that service levels are met
- Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
- Prepare and maintain reports, dashboards and monthly packages
- Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
- Support the preparation of ad hoc analysis and reporting that enables strong understanding of the business
- Provide training on report, dashboard and package development to team members and management as needed
- Work both independently and as a team member
- May act as a resource for others
- May coordinate other activities
Qualifications:
- Bachelor’s Degree or equivalent years of experience
- 5+ Years of Workforce Management experience required
- 5+ Years of experience working with a workforce management / phone systems (Avaya, Cisco, IEX, Verint 360, Blue Pumpkin, Interactive Intelligence Optimizer)
- 3+ Years working in a 100+ seat call center/contact center environment
- Excellent analytically and data management skills with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns