Workforce Manager, Call Center

Job Summary:  The Workforce Manager will lead and coordinate overall performance to targeted standards in service level, abandon rate, quality, and efficiency, and overall financial performance, through a combination of targeted coaching and feedback to leaders, business acumen, and collaboration with the Director. They will be expert at using forecasting tools to developing staffing plans that meet business needs and managing those plans with internal and external stakeholders.

• Forecasting CCC labor and all its components; Identify sources of variation in WFM inputs to include AHT, CSR utilization, changes in patterns, variation in technician availability/timeliness, etc.
• Managing business seasonality while optimizing for CCC KPIs
• Provide ongoing best practices, thought leadership, and innovation to the end-to-end WFM approach from ongoing client engagements and evolving environments
• Lead meetings that analyze BPO performance to identify opportunities and execute improvement plans by collaborating with BPOs in bench-marking best practices
• Oversee, monitor, and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting
• Coach and partner with BPOs to direct the workforce management ensuring timely and accurate scheduling and responding to real time changes
• Utilize data and analytics to generate insights, track key performance indicators (KPIs), and prepare regular reports on labor optimization and project outcomes
• Run models to accurately predict changes to headcount and staffing requirements, skills, and schedules based on quality, service level, and forecasted volumes
• Complete staffing analysis as needed; provide analytical support for urgent events to determine root cause(s), provide solutions, and assist with the implementation
• Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service levels
• Improve WFM process to identify areas for additional automation, accuracy, and efficiency; quantify the improvements and ongoing value of the WFM team; design new reports and dashboard; participate in ongoing meetings in an advisory capacity
• Present findings and recommend to senior management, highlighting areas of improvement and proposing actionable solutions.
• Communicate and educate field leaders and associates about labor optimization initiatives and operational projects, ensuring their understanding and buy-in.

• Bachelor’s degree or equivalent work experience
• 3 years Contact Center experience
• Is an expert in the mechanics of successful contact center operation
• Must be fluent in using standard WFM tools
• Proven track record of successfully optimizing store labor, improving customer service, and executing operational projects
• Ability to multi-task and adapt to continuously changing priorities
• Proficient in Excel and Microsoft Office, analytical, and strong communication skills
• Ability to travel up to 30%, including travel to office located in Madison, WI and occasional International travel
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed

• Expert in using Verint Enterprise and Vonage
• 3 years managing the performance of large employee groups
• Strong analytical skills with the ability to analyze data, interpret insights, and make data-driven decisions.
• Strong communication and interpersonal skills to collaborate with stakeholders at all levels and drive change within the organization
• Hospitality or related industry experience

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.