About the role

  • 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

Workforce Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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