Job
Description
The WFM Manager will be responsible for the overall management of the day to day operations for the Workforce Management team which includes, but is not limited to, planning, forecasting scheduling, capacity planning, dialer management, lists management, KPIs and SLAs adherence. The Workforce Associates are in charge of staffing, scheduling and reporting performance for the call centers. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work. Job Duties: Handle complete suite of workforce and real time services (forecasting, resource planning, scheduling, dialer management and real time adherence) for operations and clients. Ensure key performance metrics and requirements for the dialer operations (including in call %, wait %, wrap up%, etc) are met. Deploy campaign segmentation based on strategies provided by the Operations team. Provide feedback and recommendations as necessary. Needs to actively participate in the planning and implementation activities of new LOBs and monitor and manage dynamic customer demand patterns and agent availability. Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.
