Workforce Management & Insights Mgr
About The Position
We are looking for a Workforce Management & Insights Manager to join our Client Relations Center (CRC) team in Grand Prairie, TX and lead the WFM team in implementing industry best-in-class resource planning services to our Maisons. As a Workforce Management & Insights Manager, you will be responsible for leading a team of WFM Specialists and utilizing modern tools and best-in-class processes to optimize staffing levels, drive efficiency, SLA performance and customer satisfaction. You will also be responsible for improving all WFM-related processes and tools while ensuring compliance and security standards are met.
Requirements
- A strong understanding of workforce management principles, effective leadership skills, and the ability to analyze relevant WFM data
- 6+ years of experience in workforce management, with a minimum of 3 years leading WFM teams
- Proven WFM experience within an Omni-channel contact center environment, demonstrating proficiency across diverse customer interaction channels, both inbound and outbound.
- Strong critical thinking, organizational and above average written/verbal communication skills
- Strong ability to lead and partner in cross-functional teams
- Proficiency with workforce management software (e.g., Calabrio, NICE IEX, Verint, Aspect)
Nice To Haves
- Lean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, Customer Experience (CX) certifications preferred
Responsibilities
- Ownership of all WFM-related processes and tools, including forecasting, scheduling, reporting and analysis
- Develop and implement Capacity Plans, leveraging Erlang, to ensure optimal staffing levels and service delivery
- Lead and develop a team of WFM Specialists, providing mentoring, feedback, and professional development opportunities
- Develop and implement metrics, reports and dashboards to measure WFM-specific KPIs; Act as a data-driven change agent to reveal trends and solutions to optimize performance
- Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling
- Coordinate special projects and programs as needed
Benefits
- medical
- dental
- vision programs
- Health savings accounts
- flexible spending accounts
- employee assistance program
- life insurance
- disability benefits
- 401(k) with employer match
- wellness reimbursement benefit
- paid time off
- volunteer time off days
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
