Senior Manager of Workforce Management

Responsibilities

• Manage, delegate, coach and provide guidance for the workforce management team; train WFM team members and other stakeholders on the use of workforce planning tools, reports, and systems
• Oversee and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and forecasting
• Forecast long and short-term call volume based on company drivers adjusting for secular and seasonal trends
• Participate in the development of optimal queue design and skill-based routing
• Oversee staff shift communications relating to WFM; escalates interruptions or impacts to service level delivery as needed
• Develop, implement, and manage workforce management processes; ensure utilization to properly fit organization needs
• Produce staffing models for volume forecasts by queue or program; use this information to provide overall company budget and staffing strategies
• Determine staffing requirements by week; analyze and trend call arrival patterns to adjust staffing needs across departments
• Provide all appropriate reporting on workforce management - staffing, queues, efficiency, performance and productivity measures
• Monitor all call and work order queues
• Manage "off phone" time including planned and unplanned time off, meetings, trainings, etc; report on onsite and offsite shrink.
• Schedule across multiple staff groups and different work types - calls, work orders, chats, and emails
• Develop, implement and manage a shift bid and shift trading process
• Inform management of operational, budgetary or resource issues in a timely fashion; escalate issues as necessary
• Partner with internal stakeholders to optimize and update IVRs and call routing strategies; liaise with the technology teams to meet business requirements
• Partner with operations to develop appropriate staff KPI metrics and balanced scorecards
• Coordinate with talent acquisition and training departments for all staffing needs
• Contribute to project improvements across the customer service organization operations team
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills

• Customer Service - Advanced.
• Verbal Communication - Proficient
• Written Communication - Proficient
• Teamwork - Advanced
• Relationships - Advanced
• Organizational Awareness - Proficient
• Negotiation - Advanced
• Learning Agility - Advanced
• Analysis - Advanced
• Problem Solving - Advanced
• Process Orientation - Advanced
• Prioritization - Advanced

Role Specific Skills

• Computer Skills: Intermediate proficiencies in Microsoft Word, Excel, PowerPoint, Outlook required
• System Experience: Workforce Management Systems (i.e. Nice IEX, Verint, Aspect, etc.) required, proprietary software experience; Verint experience preferred

People Management Skills

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence

Qualifications
Minimum Qualifications

• Bachelor's Degree
• 5 years of experience in relevant field
• 3 years of management experience

Other Relevant Qualifications

• Passion for mathematics and a knowledge of contact centers, back-office and practice-specific calculations used in the industry

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.