Workforce Management Manager - Caring
About The Position
Caring, a business unit of SilverAssist, is seeking a Workforce Management (WFM) Manager who is both a technical builder and a strategic partner. This role will lead a team of one to two individuals to design and execute the operational blueprint for their family contact center (sales). The immediate mission is to replace guesswork with precision by using Excel to build robust scheduling and forecasting models, while simultaneously formalizing the end-to-end WFM lifecycle. This position requires a blend of mathematical rigor and dialer strategy to synchronize outbound velocity and inbound responsiveness, aiming to drive revenue and enhance advisor and family experiences.
Requirements
- Expert level Excel skills: Building Erlang models, automated schedules, and interactive dashboards from scratch.
- Hands-on experience managing outbound dialer logic and pacing to optimize sales productivity.
- Experience managing 'Speed to Lead' and balancing inbound vs. outbound sales workflows.
- Ability to translate raw data into a 'Staffing Story' for executive leadership.
- Proven track record of creating SOPs for scheduling, time-off requests, and real-time management.
- 5+ years in WFM, with significant experience in a Sales/Outbound environment.
- Proven ability to thrive in fast-paced, evolving environments while building and maturing workforce management capabilities.
- Track record of building processes and tooling from the ground up where they previously did not exist.
- Experience managing at least one direct report.
- Experience influencing cross-functional stakeholders (Marketing, HR, Sales).
- Demonstrated ability to build a function from the ground up rather than just maintaining an existing one.
Responsibilities
- Design and document standardized processes for forecasting, scheduling, and intraday management.
- Establish a feedback loop with the Marketing team to incorporate campaign calendars and lead-generation projections into staffing models.
- Lead staffing calls with leadership to provide data-driven recommendations on hiring clips, class sizes, and nesting schedules.
- Build a flexible, Excel-based scheduling system that accommodates varied shift patterns, sales power hours, and shrinkage (PTO, training, breaks).
- Create sophisticated models to calculate the required versus actual headcount needed to maintain response times on hot leads.
- Utilize advanced Excel functions (VBA, Power Query, or complex arrays) to streamline manual data entry and reporting.
- Manage and optimize dialer strategy (predictive, power, or preview) to maximize agent talk time and minimize drop rates.
- Define and track key WFM pillars: Adherence (agent availability) and Conformance (agent adherence to scheduled hours).
- Balance traditional metrics like Average Speed of Answer (ASA) and Abandonment with sales-critical metrics like 'Speed to Lead' and Dialer Penetration.
- Deliver daily and weekly 'Flash Reports' to Sales Leads detailing performance gaps and optimization opportunities.
- Assess the current manual environment to determine the business case and timing for transitioning to a professional WFM software suite.
- Build lightweight but sturdy processes that can transition seamlessly into an automated system as the organization grows.
Benefits
- Group insurance options
- 401(k) plan
- Flexible paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
