Job Summary
The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts.
Role and Responsibilities
- Manages a team of RTAs, Schedulers and Supervisor/s
- Administers setup and utilization of WFM software and reporting tools
- Administers communication to and from Operations and other support departments
- Collects and analyzes and reports historical center performance statistics
- Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees communication to new hires on schedule process
- Oversees short-term workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
- Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned from time to time.
- Main POC on programs and LOBs supported. Should have a firm grasp of the programs day over day performance and opportunities.
- Responsible for the team's performance and engagement
Qualifications and Education Requirements
- College degree is preferred
- At least 7+ years experience in Workforce Management in operations: volumes management, and / or forecast, capacity planning, scheduling and real time management
- Strong decision making ability required
- Excellent oral and written communication skills required
- Good understanding of business financials
- Ability to handle multiple projects and meet aggressive timelines
- Must have proficiency with various software applications programs
- Experience in managing functional groups.
- Experience in management of forecasting, capacity planning and various scheduling software applications
- Experience in managing forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred
