Mgr, Workforce Management
The Mgr, Workforce Management oversees the people and processes responsible for implementing short term forecast that aligns with long term plans, maximizing occupancy and service level through real-time and intraday monitoring and analysis of call volumes and productivity, management of staffing to requirements, adjustments to staff requirements, maintain staffing line adherence, and coordination of schedules.
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Manage, develop, and improve the people, systems, and processes that support Work Force Management (WFM).
- Review, analyze, and assess the long term forecast validate for accuracy based on recent results, trends in contact volume, and productivity, as well as site level staffing attainment capabilities.
- Control scheduling variables in workforce management software to account for out-of-pattern days, including days after holidays, PPV events, or outages.
- Adjust workforce software scheduling variables to accommodate next day forecasts to reflect the current view of staffing requirements. Enter updates to adjust staffing needs as required. Collaborate with call center site leaders for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
- Monitor and manage intraday staffing in internal and outsourced call centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.
- Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
- Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.
- Make real time adjustments to staffing forecasts to provide the most accurate and up-to-date view of staffing forecast to requirements.
- Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
- Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day
- Develop and communicate intraday service level and occupancy analysis to highlight events.
- Interface with internal and external departments when call routing or tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated, and communication paths remain open until resolution is obtained.
- Analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
- Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.
- Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Developed sense of urgency Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to analyze and interpret data Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks Ability to maintain confidentiality
Ability to indirectly supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications
Demonstrated knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Knowledge of cable television products and services
Demonstrated knowledge of Aspect eWorkforce Management or similar application
Required Education
Bachelor's degree in statistics, business, or related field
Required Related Work Experience and Number of Years
Workforce management scheduling and forecasting - 6+
Inbound contact center experience - 4+
Preferred Related Work Experience and Number of Years
Management or leadership experience - 2+
Working Conditions
Office environment with 24-hour service capability
Job Code : CWF520
2024-33497
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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