Workforce Management Manager

Georgia  ‐ Onsite
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Keywords

Description

Candidate Experience

  • 2+ to 5 years of experience 
  • Management Experience Required - No
  • Minimum Education - Bachelor's Degree
  • Willingness to Travel - Occasionally

Skills and Certifications (bold if required)

  • Bachelor's Degree Highly Preferred 
  • Management/Leadership experience highly preferred 
  • Working Knowledge of WFM Scheduling Software Required (IEX, eWFM, Blue Pumpkin, etc) 
  • Intermediate PC & Math Skills Required 
  • Demonstrated Analytical Skills 
  • Demonstrated Organizational Skills 

Position Description

The successful candidate will be responsible for all facets of call center forecasting, scheduling, call volume monitoring and adjusting resources to meet changing requirements. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Position Requirements

  • Oversees Contact Center daily activities such as:
  • Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service. 
  • Identifies and resolves technical, operational and organizational issues outside of own team.
  • Monitors the training, development, and performance of employees; provide consistent coaching and feedback.
  • Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
  • Conducts new hire training to educate on WFM guidelines and procedures.
  • Functions as liaison between employees and manager to facilitate the accomplishment of Work Force Management.
  • Maintains communication by holding regularly scheduled team meetings.
  • Reviews and develop staffing models based on peak call volumes.
  • Responsible for Intraday schedule management ie cancelling, scheduling and rescheduling time off the phones.
  • Contributes to the analysis, problem solving and planning of the overall WFM strategy; including long and short term planning.
  • Works with senior management to develop policies, procedures and training programs that will meet the needs of the department.
  • May be responsible for handling more complex, escalated, or urgent issues.

Physical Actions

Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.

Physical Environment

Required job duties are normally performed in a climate-controlled office environment.

Education Requirements

Four year college degree preferred.

Experience Requirements

  • Working knowledge of WFM scheduling software ( IEX, eWFM, Blue Pumpkin, etc)
  • 3+ years of Work Force Management  experience
  • Strong written and verbal communication skills

Special Skills Requirements

  • Leadership and people management skills
  • Intermediate PC and Math skills
  • Demonstrated analytical and organizational skills
Start date
ASAP
Duration
6 months+
(extension possible)
From
Open Systems, Inc.
Published at
12.11.2013
Project ID:
625793
Contract type
Freelance
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