Senior Workforce Manager / 09-4821 Job in Milton 32571, Florida US
Position Description: Summary of Duties: The Senior Workforce Manager partners with the management team to meet and exceed service levels and response time objectives and manages the Workforce Management Team that develops accurate call volume and workload forecasts.
Develops and delivers necessary reporting to senior leadership for visibility on areas of successes and challengesDescription of Responsibilities:
Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics.
This includes, though is not limited to call center volumes, FTE, schedule adherence and service level achievement.
Serves as liaison and contact for supporting internal/external vendor relationships.
Manages the WFM team in the various workplace management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off-phone activities.
Creates and maintains an environment that encourages input from front line employees.
Mentors the WFM team through training and development.
Responsible for employee counseling, coaching, and performance reviews.
Interviews prospective employees.
Identifies and researches service level risks for problem resolution and management notification.
Oversees escalation plan when service levels are negatively impacted.
Leads in the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s).
Appropriately forecast and account for growth due to seasonal variations and special events customer experiences.
Creates disaster recovery and contingency plan for WFM. Develops and maintains team budget, ensuring the department meets financial goals and objectives,
All other duties as assignedMinimum Qualifications:
5+ years recent, hands-on experience in a call center with a high level of customer focus
5+ years recent, hands-on management or supervisory experience in a high volume call center
Possess the professional experience and aptitude to address escalated issues with a positive outcome
Proven experience leading, coaching, mentoring staff and building a strong team in a call center environment
Experience troubleshooting system problems (Avaya, Aspect, CMS, Aspect)
Proficient in the following applications: o SQL (MSSQL, Informix, My SQL and Oracle)o Microsoft and DTS/SSIS Packageso Windows, Unix (Shell scripting)
Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies
Experience with forecasting and scheduling predictions across all contact channels
Experience presenting reports, forecasts, trends and recommendations to the team and senior management
Ability to multi-task and manage multiple priorities and commitments concurrently
Must be a self-starter and have the ability to work independently
Ability to be on-call for system issues 24/7
Bachelors degree in business preferred or equivalent work experience
Superior oral and written communication skills
Superior analytical and data mining skills
Knowledge and experience with call flow technologies and strategies
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