Senior Manager - WFM

Position Purpose:
The Senior Manager - Workforce Management is responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements. Job Requirements: Manages a team of Traffic Analyst and Scheduling Analyst, across all programs and potentially across multiple sites Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency Prepare and disseminate timely and accurate reports to operations management and clients Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time Manage all client specific responsibilities Qualifications: Bachelor s degree in Business Management, Finance or a related field preferred High school diploma or equivalent; 2 years of college preferred Minimum of 5 years experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction Two years experience working with call center reporting and metrics required One year prior experience working with workforce management technologies ideally either TCS, IEX or Blue Pumpkin One year prior experience with Avaya or other ACD phone system required Strong analytical skills and ability to apply those real-time Proficiency in Microsoft Office Applications including Word & Excel and other relevant software Excellent problem solving and decision making skills Ability to operate effectively in a team environment Excellent oral and written communication skills and interpersonal skills Dependability regarding completion of assignments and attendance

If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.