Our organization is seeking a Manager of Workforce Management who will oversee productivity by assessing, analyzing and reporting employee productivity at the individual level and departmental levels, while determining best practices to utilize employees’ productivity skills using techniques and theories of workforce management
Responsibilities:
- Responsible for the real-time workforce management in a contact center environment
- The role ensures accurate forecasting, effective staffing levels, and optimized scheduling for all areas within the contact center
- Implement and optimize the usage of Workforce Management tools to enhance the functionality, streamline operations, and improve efficiency
- Manage real-time workforce operations, analyzing, optimizing, and reporting on employee productivity at individual, team, and organizational levels
- Manage all Workforce Management related areas, such as schedules, intraday staffing changes, and time-off requests, to ensure enough staff are available for the contact center needs
- Coordinate the development of detailed staffing models and needs by predicting specific call types and volumes using historical data and forecasting methods
- Collaborate with voice, data, reporting, and analytics teams to monitor and report on key call center performance measures and KPIs
- Collaborate with call center managers and supervisors to address staffing issues, schedule adjustments, and training needs
- Serve as a strategic partner for the Direct Insurance Operations Leadership Team and key business stakeholders for all matters related to workforce staffing optimization
- Manage and train workforce team members associated with real time adherence management, interval monitoring, standards reporting, scheduling and forecasting
Education and Work Experience:
- College Degree Preferred
- A minimum of 3 years direct experience as a Workforce Manager or similar role
- Proven experience in workforce management, prefereable in a contact center environment
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: In person