Workforce Manager

Supervises scheduling analysts and/or resource management specialists. Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and call center resource requirements. Proactively adjusts staffing to meet fluctuations in call volume and resources. Creates forecast and schedules for LOBs Create lient facing email and presentation Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve call center goals/metrics. Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary. Facilitates and develops the capacity-planning model. Supports forecasting and scheduling application maintenance and release management. Builds long-term staffing schedules; develops and administers shift-bid processes and creates short-term schedules that are aligned with long-term plans to optimize the fit between employee needs and resources (e.g., vacation, training, school hours). Creates and posts accurate schedules in a timely manner. Works with team leaders and team managers to respond to employee time-off requests. Adjusts resources to accommodate unexpected changes in call volume or resource availability; determine appropriate staffing requirements; posts volunteer requests and/or mandate coverage for unexpected changes in call volume (e.g. employee meetings, special projects, changes in client requirements, etc.) Develops and maintains representatives' skill profiles to facilitate best available resource call routing. Stays current on internal work processes, policies, and procedures (billing adjustment policy, etc.) Surfaces recurring problems with work processes, policies, or procedures; contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity Participates in activities designed to improve customer satisfaction and business performance. Bachelor's degree or equivalent experience. Minimum of three years work experience in call center workforce management or related field. Knowledge of at least one major workforce management software application such as IEX, Aspect, Witness (Witness Forecasting & Scheduling preferred) Minimum of one year in a leadership role Excellent oral and written communication skills. Strong knowledge of office equipment and computer software, including programs such as Word, Excel, PowerPoint, Access, etc. We look forward to receiving your application. All your information will be kept confidential according to EEO guidelines.