IT Delivery Manager combining partner management and project management for smooth IT operations. Collaborating with stakeholders to ensure effective communication and high - quality project delivery.
About the role
- Workforce Manager overseeing capacity planning and operational efficiency for customer success teams at SimplePractice. Collaborating with business partners while utilizing workforce management tools.
Responsibilities
- Responsible for capacity planning, short and long- term forecasting, scheduling, real time monitoring, and call routing efficacy across multiple customer-facing teams both reactive and proactive contact types.
- Monitor and analyze key performance metrics, including availability, utilization rates, and wait times across various customer journey touchpoints for proactive Customer Success teams.
- Identify critical trends in data, assess associated business impact, and optimize efficiency of customer experience operations through process improvement
- Collaborate with multiple business partners on an ongoing basis
- Provide oversight for simultaneous workforce related projects
- Assists leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on time
- Accountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc..)
- Implements and maintains various workforce management tools across multiple customer-facing teams and locations.
- Optimizing contact center agent skilling for optimal ticket delivery in a multi-skill environment
Requirements
- Bachelor’s degree in business discipline preferred
- 3+ years of experience in workforce management in a multi-site contact center with >100 agents
- Workforce leadership experience in a global multi-site center that supports reactive and proactive customer efforts
- Expert level knowledge of workforce management software and methodologies.
- Expert level knowledge of call routing process and technology
- Ability to demonstrate expert level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
- Experience in a reporting or business intelligence role
- Experience creating and managing top down and bottoms up budgeting models
- Demonstrated ability to coach to results and improve performance and behavior of direct reports
- Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
- Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
- Expert level knowledge of Microsoft PowerPoint and Excel
Benefits
- Privatized Medical, Dental & Vision Coverage
- Work From Home stipend
- Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
- Monthly Meal Reimbursement
- Holiday Bonus, 15-day Aguinaldo
- Hybrid Work Schedule & Catered Lunch
- Employee Resource Groups (ERGs)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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