Contact Center Workforce Management Manager

VXI Global Solutions • Morrow, GA

1d

About The Position

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Summary: The purpose of this job is to manage the Workforce department responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts.

Requirements

• At least 2 years of experience in Workforce Management
• Strong decision-making ability required
• Excellent oral and written communication skills required
• Good understanding of business financials
• Ability to handle multiple projects and meet aggressive timelines
• Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture

Nice To Haves

• Workforce management: 2 years (Preferred)
• Call center management: 2 years (Preferred)
• Headcount reporting: 2 years (Preferred)
• Microsoft Excel: 2 years (Preferred)
• Leadership: 2 years (Preferred)

Responsibilities

• Manages WFM personnel
• Administers setup and utilization of WFM software and reporting tools
• Administers communication to and from Operations and other support departments
• Collects and analyzes and reports historical center performance statistics
• Manages long-term forecast/staff plan and leads monthly staff plan/budget meeting
• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Works with training and operations to coordinate multi-skill training for existing agents
• Oversees communication to new hires on the schedule process
• Oversees short-term workload forecasting
• Oversees scheduling philosophy of schedule assignments
• Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
• Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversees analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Performs other duties that may be assigned from time to time.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees