Workforce Management Manager

Asembia LLC•Trevose, PA

About The Position

The Workforce Manager is responsible for forecasting, creation, maintenance, and intra-day management of the staffing and schedules for the ASPN hub leveraging the ASPN phone system and WFM tools. This role involves tactical planning, schedule adjustments, and trend analysis to ensure that the ASPN hub achieves service level objectives that result in an exceptional customer experience while also maximizing profitability.

Requirements

The ideal candidate has obtained a minimum of a Bachelor’s degree preferably in finance, accounting, statistics or another relevant business area, or equivalent work experience.
A minimum of 5+ years of professional experience in the pharmaceutical industry preferred along with superior Microsoft Office skills (MS Excel, MS Word, MS Access & MS PowerPoint).
Experience in workforce management and call center phone systems and how they work is required (dialers, skilling management).
Candidate must be extremely detail-oriented with excellent organizational, time management and communication skills with the ability to complete projects timely and accurately.
Candidate must have excellent communication as well as good public speaking/presentation skills.
Candidate must have a high degree of initiative and the ability to be self-motivated.
Candidate must be able to guide and educate those in all levels of the business.

Nice To Haves

SQL skills are preferred.
Python skills are preferred.
Advanced experience with five9 and Verint is preferred.

Responsibilities

Responsible for assisting the hub to schedule and support the contact volume as needed.
Responsible for providing headcount budgetary recommendations based on historical volume data and trending.
Create staffing models to forecast results of various enhancements to events or procedural changes and make recommendations based on data interpretations.
Provide forecasting and staffing reporting and commentary to senior leadership to drive business objectives such as improving employee engagement, customer service, and profitable growth.
Work with the Director of WFM to provide technology and process improvements to ensure high customer satisfaction and cost effectiveness including IVR routing paths, Customer self-service automations, email, etc.
Develop presentations on recommendations and process implementations to senior management.
Gather and maintain data from the WFM tool-and other internal or external sources.
Manage and maintain the process supporting schedule exceptions, shift requests and assignment, time off requests, adherence performance and reporting, and training and meeting schedules.
Create dashboards and analyze large amounts of information to discover trends and patterns and uncover solutions to business problems based on historical volume trends and real time changes in business initiatives and contact drivers.
Identify and develop reporting around key success metrics to measure staffing and forecasting volume through real time and intra-day data.
Serve as the Contact Center point of contact with internal and external partners for support of the WFM suite of applications.
Oversee the stability and functionality of the Workforce Management Suite, to include the staffing and forecasting, quality, and performance management applications.
Monitor incoming volume across all channels (voice, email, and chat), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Contact Center performance goals.
Capture and organize Contact Center call/contact volumes and distribution trends (intraday, seasonal, peak periods).
Disseminate information to hub operations and other key personnel as needed (e.g., schedules, forecasts, analysis, reports, and recommendations).
Maintain the skills and schedule (capacity) of agents; coordinate daily staffing operations with appropriate Contact Center management.
Provide direction to personnel on events that impact volume, handle time, or other dynamics relevant to workforce utilization.
Ad-hoc analytical and process improvement projects as needed. Develop ad hoc analyses, financial models, special projects and other responsibilities as needed.
Ensure compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”) and all applicable federal, state, local, and company policies and procedures.