Job Description

 THIS IS NOT A REMOTE POSITION

PRIOR EXPERIENCE IN A CALL CENTER/CONTACT CENTER ENVIRONMENT REQUIRED

The Workforce Management, Manager provides strategic direction and oversight of the workforce management functions. Optimize customer experience and workforce through forecasting and budgeting, workforce scheduling and management, reporting and analysis, technology solutions and quantitative/qualitative analysis.

DUTIES/RESPONSIBILITIES:

• Establishes contact forecasting plans for retail brand serviced in a universal support contact center utilizing voice, chat and email
• Collaborates with Care Center Directors and Senior Management to ensure that forecasts are in alignment with company strategy, necessary business rules and operational conditions
• Leads team of technically savvy, analytical individual contributors that support and adjust the contact flow and staffing models within the Care Center
• Oversees multiple data sources that provide key information in decision making
• Uses real-time and forecasted information to deliver data and reports that align to key business priorities; leverages this information to make informed decisions and minimize operating costs
• Maintains and analyzes workforce performance, leads analysis and directs staffing changes for continuous quality and productivity improvement
• Manages WFM tools, IVR, ACD and all key telephony systems, both in house and vendor relationships
• Executes and delivers on daily, weekly and monthly volume forecasts across multiple contact channels
• Oversees retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers
• Develops KPI's and reporting mechanisms to measure operating standards and to drive effective decision support
• Develop and execute long-term strategic vision of Workforce Management
• Drive the design of metrics, scorecards/dashboards and policies for Workforce Management
• Collaborate with cross-functional leadership teams to plan and measure long-term growth strategies for the function
• Provide guidance and leadership to supervisors, managers and directors throughout the Care Center
• Lead the development of operations divisional budgets and reforecasts.
• Monitor and approve all operations hiring by delivering long and short-term staffing outlooks, monitoring requisition activity, and confirming all onboarding based on forecasted unit cost targets

Company Description

The Job Connection-Your employment Source. EOE/ NO FEE The Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies. The Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect. https://www.tjcjobs.com