Manager, Workforce Analytics II

Our Opportunity:

The Workforce Management Scheduling Manager is responsible for supervising the scheduling team to ensureefficientl staffing levels that meet service level agreements (SLAs) and business needs within the contact center. This role requires a strong understanding of workforce management principles, effective leadership skills, and the ability to analyze relevant WFM data. The Workforce Management Scheduling Manager will collaborate closely with various departments to align workforce strategies with company goals, ensuring efficient and effective use of resources!

What You’ll Do:

• Lead and develop a team of scheduling analysts, providing mentoring, feedback, and professional development opportunities.
• Develop training materials and programs to enhance team skills and knowledge in workforce management and scheduling tools.
• Supervise the creation and maintenance of schedules that balance call center staffing needs with employee availability and preferences.
• Monitor and adjust schedules to accommodate changes in call volume, special projects, or unforeseen events to ensure adherence to SLAs.
• Develop and implement metrics to measure scheduling efficiency, process adherence, and analyze the impact on call center performance.
• Prepare and present regular reports on workforce metrics, such as staffing outlook and schedule efficiency.
• Identify and implement opportunities for process improvements within the scheduling function to improve efficiency and effectiveness.
• Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling.
• Work closely with call center operations, human resources, and other departments to understand business needs and align scheduling strategies accordingly.
• Act as the main point of contact for scheduling-related inquiries, ensuring effective communication and resolution of issues.
• Lead and optimize the use of workforce management tools and software to ensure they are effectively supporting scheduling activities.
• Ensure all scheduling practices align with company policies, labor laws, and regulatory requirements.

What You’ll Need:

• 4+ years of experience in workforce management, with at least 2 years in a supervisory or managerial role.
• Proficiency with workforce management software (e.g., NICE IEX, Verint, Aspect).
• Excellent leadership and team management skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Strong communication and interpersonal skills, with the ability to collaborate optimally with various departments and stakeholders.
• Ability to work in a fast-paced environment and adapt to changing business needs.