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Title

Workforce Manager 

Description

Summary

The workforce management specialist will assess, analyze, and report on employee productivity at the individual, departmental, and institutional levels. WFMS will determine how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM) as well as track labor time using daily, weekly, and monthly measurements.

 

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Use Workforce Optimization (WFO) software to improve efficiency
  • Forecast staffing needs, taking into account contact volume and headcount requirements
  • Assist with scheduling and process time-off requests
  • Generate reports to show changes to productivity or performance
  • Provide updates on efficiency to company leaders
 
Position Requirements

Competencies

  • Uphold a high standard of customer service through real-time monitoring and other methods
  • Experience with Workforce Optimization software a plus
  • Computer proficiency
  • Organizational and communication skills

Work environment

  • Federal contractor call/contact center

Working from home Requirements:

  • This role might support occasional remote work
  • Relocation to the N. Andover MA area required

Physical/mental demands

  • Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

 

  • Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

Required education and experience

  • A bachelor’s degree in a business-related field or equivalent experience
  • 1-3 years prior Workforce management experience
  • Call/contact center experience (preferred)
  • Human resources experience (preferred)

Security clearance requirements

  • Must be able to pass Federal background screening and/or state level criminal background screening.

This job description provides the basic requirements for this role and may include additional functions not listed.

 

An Affirmative Action / Equal Opportunity Employer

 

F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.

 

 

If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.

 

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If you want to view the Pay Transparency Policy Statement, please click the link: English Spanish

 

 
Full-Time/Part-Time Full-Time  
EOE Statement F.H. Cann & Associates Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, handicap, veteran status and all other applicable protected classes. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann & Associates Inc. provides reasonable accommodation for qualified individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA in accordance with applicable law.


If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.
 
Division Corporate  
Exempt/Non-Exempt Non-Exempt  
Location FHC - North Andover  
Category Operations  
Shift Days  
Position Workforce Management Specialist  
Req Number CLE-21-00003  
Open Date 4/13/2021  

This position is currently not accepting applications.

To search for an open position, please go to http://FHCann.appone.com



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