It's fun to work in a company where people truly BELIEVE in what they are doing!We're committed to bringing passion and customer focus to the business.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 engagementQualifications and Education Requirements- College degree is preferred - At least 5+ 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 preferredCore Competencies(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)- Drive for Results - A - Communication - A - Resourcefulness - A - Building Relationships - A - Developing People - A - Culture Building - ATechnical Competencies- Planning and Strategy - Staffing and Scheduling - Decision Making - Performance Management - Change Leadership - Coaching - Collaborative Leadership - Conflict Management - Influence - Team LeadershipIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Job Title
Apply in 3 Minutes! WFM Manger