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The Services Workforce Manager is responsible for leading one or more areas of the Services Workforce Management organization to include historical, intraday, and future-oriented concentrations. Direct reports may be responsible for development and maintenance of planning models, execution strategy, historical forecasting, insightful analysis, or administrative functions. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. To be successful in this position, one should expect varied and unexpected day-to-day responsibilities requiring partnership with associates in Analytics, Finance, Recruiting, HR, Operations (field and corporate). Incumbents are expected to review and validate often complex staffing or costing models, Excel-based formulas, call routing and agent skilling logic, etc. The manager is instrumental in fostering a culture of engagement and responsibility, developing a team of analytical professionals, and continual process improvement.
