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Title

Workforce Manager 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

The Workforce Manager will be responsible for the monitoring, reporting and analysis of incoming volume patterns through a workforce management and planning system application. This individual is responsible for generating accurate forecasting, intraday production monitoring, and workforce planning statistics.

The Workforce Manager is also is responsible for planning and scheduling for optimal service levels to ensure performance guarantees are met. This individual will generate daily, weekly, monthly, and quarterly reporting while identifying trends and providing analysis.

The Workforce Manager will execute the intraday service level plan and communicate with all levels of management regarding operational issues and impacts.

This position will be responsible for the following:

  • Monitors and measures call volumes and performance of the Contact Center to assure the highest effort of productivity.
  • Utilize workforce management software to research and analyze historic records of volume, workload and performance to identify trends and patterns resulting in accurate planning and forecasting.
  • Identify, track, monitor and report system anomalies and processes.
  • Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
  • Generate intraday, daily, weekly, quarterly, and monthly contact center reports.
  • Forecast and creates contact center staff schedules on a weekly basis.
  • Manages Key Performance Indicators, including (but not limited to): Service Level, Occupancy, Abandonment %, ASA and AHT.
  • Provide optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Monitors and measures call volumes and performance of the Contact Center to assure the highest effort of productivity.
  • Utilize workforce management software to research and analyze historic records of volume, workload and performance to identify trends and patterns resulting in accurate planning and forecasting.
  • Prepares and maintains Contact Center reporting, including individual, team, and department statistics.
  • Monitors and analyzes real-time volume patterns across multiple lines of business to determine appropriate staffing adjustments and recommendations toward meeting performance guarantees.
  • Provides analysis of full-time equivalent (FTE) and position capacity for the staffing planning process, specifically staffing (permanent headcount) and scheduling (situational headcount).
  • Maintains and analyzes records of actual call volumes compared to forecasted call volumes, and recommends action plans to enhance productivity and customer satisfaction.
  • Studies departmental work, vacation, and absence records for ongoing historical trend analysis and forecasting purposes.
  • Identify, track, monitor and report system anomalies and processes.
  • Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
  • Make necessary adjustments to workforce management software to appropriately track the productivity of Contact Center Specialists.
  • Plan and schedule off-phone activities, as applicable.
  • Generate intraday, daily, weekly, quarterly, and monthly contact center reports.
  • Forecast and creates contact center staff schedules on a weekly basis.
  • Manages Key Performance Indicators, including (but not limited to): Service Level, Occupancy, Abandonment %, ASA and AHT.
  • Provide optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.
  • Performs other duties as assigned by management.

 

COMPENTENCIES

  • Excellent verbal and written communication skills
  • Exceptional planning and organization skills
  • Practices sound judgment and decision quality
  • Timely decision making ability to set and manage priorities
  • Demonstrates strategic agility strong ability to think intelligently and strategically
  • Process Management ability to manage the overall workflow of the Contact Center
  • Time management ability to manage multiple competing priorities and met expected deadlines
  • Presentation skills ability to share information in an easy to understand manner
  • Business Acumen strong understanding of the Contact Center policies and procedures.
  • Strong attention to detail
  • Ability to work independently
  • Approachability displays resourcefulness
 
Position Requirements

EDUCATION

  • Associate's degree, technical degree, two years college course work, or equivalent work experience
  • Two years or more workforce management experience in a customer-service environment (preferably a call center)
  • Extensive knowledge of Cisco UCCE/CUIC platform preferred
  • Ability to understand, analyze and report on call center metrics
  • Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with strong attention to detail
  • Ability to analyze and solve complex situations
  • Advanced knowledge of Word, Excel and Access
  • Excellent verbal and written communication skills
 
Full-Time/Part-Time Full-Time  
Position Workforce Manager  
Location Phoenix  

This position is currently not accepting applications.

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