- Professional
- Office in Tempe
Short-Term:
The Manager, Workforce Management (Short-Term) is responsible for ensuring that the call center scheduling, forecasting and intraday planning is completed in order to ensure the organization is staffed correctly to meet service level obligations. This manager will be responsible for looking at daily forecasts and ensuring that our staffing and shrinkage plans are in line to meet goals. This manager will also be responsible for the shrinkage checkbook/shrinkage management process in coordination with the center leadership/command center team. The short-term forecasting leader will also partner with the other areas of workforce to ensure a cohesive, unified plan. Manager will also be responsible for the development and performance management of both exempt and non-exempt employees in multiple locations. The Manager leverages performance data and analysis to propose improvements which align to the organizations mission of delivering a customizable servicing model, generating cost efficiencies and enabling a culture of thoughtful planning, open and clear communication, employee/CSR balance between development and productivity, universal respect and exceptional customer and client service. The scope of this role includes but is not limited to analysis for the Customer Service Contact Center (phone operations, service research, chat, email, etc.
Command Center:
The Manager, Workforce Management (Command Center) is accountable for leading a team of analysts in monitoring and supporting the real-time operation of the call center. The manager will need to drive the development of proactive planning and real-time implementation related to daily forecasting and scheduling of call center resources. The manager will need to ensure that real-time operations are running smoothly to ensure that service level and contractual performance measures are met. The manager will ensure that we have the right number of agents available throughout the day to ensure calls can be answered as quickly as possible. The workforce manager will also be responsible for queue management and daily performance reporting. This will involve the production of daily stats and dashboards throughout the day along with any necessary verbiage related to explaining the performance. This manager will also serve as the point of contact for any outage issues and follow procedures to escalate and notify call center leadership. The command center leader will also partner with the other areas of workforce to ensure a cohesive, unified plan. Manager will also be responsible for the development and performance management of both exempt and non-exempt employees in multiple locations. The Manager leverages performance data and analysis to propose improvements which align to the organizations mission of delivering a customizable servicing model, generating cost efficiencies and enabling a culture of thoughtful planning, open and clear communication, employee/CSR balance between development and productivity, universal respect and exceptional customer and client service. The scope of this role includes but is not limited to analysis for the Customer Service Contact Center (phone operations, service research, chat, email, etc.
Responsibilities:
All Disciplines:
- Works very closely with the larger WFM Team to align weekly-level long-term capacity planning with short-term granular-level planning in order to maintain the needed linkage between the long-term and short-term planning processes and achieve successful execution of all plans and provide real-time input that can be factored into the larger short/long term outlooks
- Builds ad hoc reports creating ad hoc analysis on an as needed basis
- Reviews trends and key and key metrics, such as: volume, headcount, productivity, attrition, etc., and the respective staffing requirements
- Reviews results with internal customer service partners on a weekly and monthly basis, providing strategic direction on how to best leverage the staff going forward; what their forecasted results are and provides recommendations on new hire needs and up-training needs. Understands skill sets, staff tenure, ramp time and up-training requirements across functions and their impacts on resource needs. Able to provide direction on how to best use staff in both excess and shortfall positions
- Identifies opportunities for increased efficiencies across contact center (phones and non-phones) and provides recommendations accordingly, including sound and evidence based solutions, risks, trade-offs and mitigation strategies
- Strives for accomplishments that result in measurable improvements in business processes and the delivery of organizational goals
- Conducts multi-layered “what-if” scenarios to assess volume, staffing, performance and cost impact to changes in the business
- Provides input/recommendations to the respective budget and financial impacts to the organization
- Responsible for the development and performance management of the WFM analysts
- Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Short-Term:
- Provides capacity planning knowledge and tools to fulfill future needs of staff based on business intelligence, the gathering and interpretation of inputs from the group, which could affect volume, handle time and/or staffing/scheduling, as well as external factors (ex: a shift in client needs or expectations)
- Prepares staffing schedules based on forecasts; regularly monitor staffing, volumes, productivity and service levels to optimize staffing while maintaining servicing objectives; work collaboratively with Customer Service and Default operations managers to meet scheduling needs
- Leads weekly and daily staffing review meetings with management detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
- Manages the shrinkage checkbook process to provide the organization with a detailed outlook/plan/actual
- Drives standardization in planning models across the department and builds analytical tools that are scalable and flexible
- Responsible for maximizing efficiency and occupancy while meeting service objectives; recognize and recommend operational and support improvements
- Continually seeks education of applying contact center concepts in staff modeling such as Erlang, SBR and Queues based equations, regression, simulation, etc.
- Manages the short-term outlook for multi-site, multiple functions with significantly diverse work types, while also helping create new models and ensuring proper connection with the long-term and command center teams
- Oversee analysis and reporting of employee performance including schedule adherence
Command Center:
- Manages the Workforce Management (WFM) Analysts, supporting the command center
- Oversees daily call volumes and queue management, making decisions real-time to adjust plans to help the organization meet service level and contractual goals
- Responsible for maximizing daily efficiency and occupancy while meeting service objectives; recognize and recommend operational and support improvements
- Oversees analysis and reporting of employee performance including schedule adherence
- Oversees intraday management of scheduling procedures, analysis of real time workload requirements and call routing, to manage performance in accordance with service level requirements
- Responsible for collection, analysis and reporting of daily call center/agent performance statistics
- Administers communication to and from Operations and other support departments
- Administers setup and utilization of the WFM system and automatic call distributor (ACD) reporting
- Communicates any real-time impactors (spike in volumes, outages, etc.) to call center leadership and provide recommendations on mitigating the impact
- Drives standardization in planning models across the department and builds analytical tools that are scalable and flexible
- Continually seeks education of applying contact center concepts in staff modeling such as Erlang, SBR and Queues based equations, regression, simulation, etc.
- Manages the daily outlook for multi-site, multiple functions with significantly diverse work types, while ensuring service level goals are met
Qualifications:
- Bachelor’s degree or equivalent experience
- 6+ years of workforce management or comparable experience preferred
- Supervisory experience required
- Ability to establish and maintain effective working relationships with all levels within the business and external vendors
- Demonstrated functional and analytical skills with the ability to convey complex technical concepts in a manner that is easily understood by the intended audience from Supervisor to senior executive
- Strong working knowledge of call center systems, metrics and phone systems
- Detail oriented/high-degree of organization
- Excellent verbal and written communication/leadership skills
- Ability to handle multiple priorities and motivate/lead others
- Verint and Avaya experience preferred
- Strong Excel skills preferred
