Workforce Manager bei United Way of Greater Cleveland
United Way of Greater Cleveland · Cleveland, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Cleveland
Purpose of Position:
This position will oversee 211 HelpLine workforce management (WFM) which monitors, maintains and tracks real time call volume and adherence, staffing, forecasting, scheduling, productivity analysis, and overtime reduction.
Full Time/Hybrid
This position is Monday - Friday, 8:30am -5:00pm, including evenings, weekends, and holidays as needed with on-call availability required.
Duties and Responsibilities:
- Provide ongoing operational analysis of 211 HelpLine operations, advanced planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency.
- Utilize specialized software tools to manage and forecast staffing levels for Helpline 211 (e.g. NICE InContact)
- Work with the 211 HelpLine leadership team to provide recommendations for staffing resources to maximize efficiency and occupancy.
- Work on projects or analysis to draw conclusions and present solutions to leadership that create efficiencies, increase employee satisfaction, reduce costs and improve customer experience.
- Manages WFM staffing and performance management. Ensure staff is current with ongoing organizational changes. Coordinate with training to ensure applicable training requirements are met.
- Work with 211 leadership and Finance to budget and track staffing needs and develop bench strength through assignment of workload.
- Maintenance of the 211 telephony system, acting as a technical liaison to the cloud-based telephony vendor and IT, ensuring all systems are optimized to support the work of 211. (examples include: 1) Create new queues, manage call flows and voice messaging and 2) Script and/or engage vendor to script complex call flows as needed)
- Serves as the liaison to the IT Department to ensure integration and alignment with United Way, working with the IT Department to order equipment, address technical issues and provide support to 211 staff.
- Perform other duties as assigned.
Qualifications:
- Associates degree required, Bachelor’s degree preferred.
- Minimum two-year’ experience in a call center production-scheduling environment, workforce management department or call center operations.
- Experience within a successful customer service in health/human services setting, preferred
- Experience with workforce management software, workforce methodologies, scheduling tools and telecommunications as it relates to call centers strongly preferred.
- Strong MS Office skills (Especially Excel) required.
- Strong interpersonal skills and the ability to communicate with many different levels of employees.
- Ability to make sound decisions quickly in a fluid work environment.
- Ability to translate data into information with appropriate business context and opportunities
- Excellent analytical skills and a creative approach to problem solving
Work Environment/Physical Demands (if any):
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential job functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Working conditions are normal for an office environment which includes but not limited to the following:
- Ability and means to travel on a flexible schedule as needed, proof of liability and property damage insurance on vehicle used is required.
- Occasionally required to stand’ walk; sit; use hands to fingers; hand or feel objects; tools or controls; reach with hands and arms; talk and hear.
- Employees may need to occasionally lift up to 25 lbs.
UWGC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, advanced education, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws.
