| Position Summary | Manager, Workforce Management serves as a business leader who will be responsible for building, managing and owning workforce management strategy, process, and execution across contact center universe. Fully responsible for achieving regulatory service level requirements through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, processes and tool development to optimize our staffing strategy. |
| Specific Responsibilities | • Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. • Review the reporting of workforce planning strategy through local workforce teams and plan accordingly. • Oversees forecast of call volumes, analyze historical call volume; project budgetary expenses, determine future costing. • Oversees necessary projects that are required from a telecom perspective and ensures successful implementation. • Facilitates the development and implementation of goals and performance standards. • Manages processes and projects that are aligned directly to operational goals and budgets. • Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches. • Establishes objectives, schedules, and cost data of business function being managed. • Sets integration priorities, develops growth strategies, and manages resources for new business opportunities. • Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals • Other duties as assigned. |
| Internal Customers | Helpware Leadership Team, Operations and Ops Support Team Members |
| External Customers | Clients, their representatives and Vendor Partners/Providers |
| Education | Bachelor’s Degree in any course, preferably Business or Business Management. |
| Required Certification | None |
| Work Experience | Required 5+ years of management experience. Strategy development and identifying and implementing process improvements, creating and presenting to Sr. Management, People Management, strong analytical background. Required 7+ years of experience at manager level in a contact center environment, with at least 3 in workforce management. Call management system experience |
| Technical Skills | Expertise on call center operations, financial management and organization required. Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.). |
| Other Skills | Client relations. Leadership and people-management skills. Project management skills. Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence. Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours. Active listening skills. Operates with minimal supervision. Customer focus. Time Management and Multi-tasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. Presentation Skills. |
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