About this role
This role provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. It will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.
Essential Job Duties and Responsibilities:
Maintains accurate forecasts, capacity plans and schedule planEnsures that forecasts, capacity plans and schedules are generated in a timely and precise fashionOffers strategic recommendations to improve productivity while balancing service levelsProvides consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptionsWorks with Operations to develop processes for shift types, vacation and other schedule exceptions strategies that maintain the employee needs/Client requirements balanceRecommends roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectationsCoordinates with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacementsManages the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspectiveSupports an environment that encourages co-workers to exceed customers’ expectationsEnsures that all reference materials are up to dateFacilitates, leads, and participates in daily and weekly meetings among key stakeholdersLeads weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenariosPartners closely with Local Real Time Support resources.Recommends and supports benchmarking using metrics, industry standards and original concepts 2+ years previous Contact Center WFM experience.Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systemsExperience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.Broad knowledge of inbound/outbound contact center environmentMust possess exceptional verbal and written communication skillsMust be able to multi-task in a professional & courteous mannerSuperb Listening, probing, negotiation and de-escalation skills neededMust have analytical and troubleshooting expertiseAbility to provided on-call s support, and work a flexible scheduleMust be able to work various shifts, including holidays in a 24x7 operating environmentMust have previous customer/client interface experience and the ability to handle upset clients in a professional mannerProven performance, able to meet compliance, quality, and productivity metricsProven ability to work well in a high pressure/target driven environmentTesting, and continuous improvement background a plus
Additional Information
Benefits include, but are not limited to:
Health care benefits Bonus incentives Strong leadership Opportunities for advancement within our global organization Fun and relaxed working environment Employee referral bonuses Paid training