WorkForce Manager

Company: Cognitekgroup
Location: Greater Philadelphia
Status: Direct
Salary: Market Sr
Close Date:

Job Description:
We have a challenging opportunity for a Workforce Manager in the Greater Phila. area... This leader maintains call center performance by determining business requirements, developing business applications and human resources, and monitoring and improving performance. This individual prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. Additionally, this position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The person in this role makes adjustments and recommendations for optimizing scheduling to maximize service and quality for our client’s North American business operations.


Scheduling and Forecasting
Design and maintain schedules in workforce planning system on a daily, weekly, monthly interval basis based on service level and abandonment rate objectives
Analyze and develop weekly recommendations for scheduling and use staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments and optimize staffing forecasts
Develop and maintain forecasting resource and volume models
Maintain holiday patterns forecasts to ensure effective coverage for holidays
Maintain agent adherence to assigned breaks across all business days and operational hours (e.g. breaks/lunches are taken as assigned, reviewing staffing levels during unexpected peak times)
React to real time call center volume, productivity and pattern results to ensure staffing levels are optimized and focus on taking action accordingly, including maneuvering agents and communicating the business reasons to support any action taken
Develop and implement call monitoring scorecard with the input of management
Apply experience with call center metrics including service levels, cost per contact, customer satisfaction, average time handle, call abandonment active/waiting calls, agent performance, call center status, call resolution, adherence, talk times and sales per hour metrics
Manage Key Performance Indicators (KPI) related to service levels, average hold times, training completion and other metrics
Provide agent performance scorecard feedback to department management through use of scorecard and call monitoring observation
Develop and deliver customer daily, weekly, monthly, quarterly and annual reporting
Create reports and dashboards of historical data and forecasting results from applicable systems
Identify trends of implemented solutions to determine the expected financial impacts of changes and identify any unexpected changes, both positive and negative
Manually pull and manipulate data export information from various mediums to feed to management
Perform system and application analysis to identify contact channel trends, validate accuracy and provide opportunities for improvement
Complete ad hoc reporting and extract data from multiple systems for reporting purposes and work with department management and Market leaders to develop and edit scorecards by extracting data from multiple systems
Analyze data and develop written reports and summaries for internal sources
Render models of real time data from the contact center SaaS, apply findings, and present resulting reports to management with recommended improvements
Supervisory and Training
Manage Workforce Management team and lead effort to obtain data needed to run business and meet standards of excellence
Assist with training team leaders on contact center SaaS reporting tools and metrics
Attend regular Quarterly Business Reviews with the contact center SaaS provider to discuss open issues and upcoming changes/enhancements to the system

Possess strong analytical, organization, prioritizing and time management skills
Demonstrated attention to detail and quality focus in a deadline driven environment
Demonstrated knowledge in process improvement
Demonstrated expertise applying analytical skills and project management methodologies
Maintain confidentiality of sensitive employee, customer and company data without exception
Understand basic accounting principles related to workforce management costs and licensing
Assure new users are set up in the workforce management software prior to go live date and testing of their account prior to their training
Troubleshoot issues with equipment/software and escalate as necessary
Reset phone pins and voice-mail passwords if needed
Be performance driven at all times and deliver excellent customer service
Possess a learning orientation and seek feedback to achieve goals
Possess nimble lean thinking to drive change, enable efficiencies and drive growth and value
Display proactive and anticipatory strategic thinking and planning
Solve problems using existing solutions and applying a new perspective
Demonstrate systems thinking
Negotiate successfully
Manage work independently with minimal guidance
Have the ability to present and speak publicly
Possess effective written/verbal communication skills and communicates in a positive manner
Build relationships with business teams and Business Partners to achieve goals
Maintain a team and collaboration orientation
Bachelor’s degree
Business Operations or equivalent forecasting and planning experience
Telephone Customer Service background, service industry experience

Contact Information:
Job Code:

Jim Jennings 636-484-6869

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