Job: Sr. Workforce Manager

Jobing Description

Overview:

The Senior Workforce Manager is responsible for leading Workforce Management process development and deployment; supporting geographically dispersed Workforce Management teams working across multiple lines of business; and delivering strong operational and financial results for ACCENT s Workforce Management organization while maintaining high employee and customer satisfaction.

Responsibilities:

* Recruit, train, develop, manage and support multiple WFM teams
* Ensure attainment of key WFM metrics, including service level, occupancy, utilization, forecast accuracy, schedule efficiency and adherence
* Develop, standardize and continuously improve WFM processes, including capacity planning, budget guidance, forecasting, scheduling and intraday management
* Collaborate with various internal and client leadership teams to develop and leverage best practices to reach shared goals
* Prepare WFM documentation and participate in weekly, monthly and quarterly operational reviews with internal and client leadership teams
* Develop and maintain FTE and capacity plans for multiple lines of business and locations
* Lead WFM discovery and organize support for new lines of business
* Validate business requirements and preferences with key client and internal stakeholders
* Translate and segment business requirements into actionable tasks for WFM teams
* Identify and incorporate key inputs for improving forecast accuracy
* Update and review daily performance reports
* Identify and diagnose core issues driving performance opportunities
* Develop action plans to resolve performance gaps
* Set expectations and provide post-mortem analysis for known issues
* Address and escalate staffing and scheduling opportunities within each location
* Produce inputs and guidance for financial budget models
* Perform other duties as assigned

Qualifications:

* 5+ years experience in Workforce Management planning and scheduling
* 3+ years experience leading multi-site Workforce Management teams
* 3+ years experience with IEX TotalView (preferred), Aspect eWFM, Blue Pumpkin or similar manpower planning platform
* Strong knowledge of Workforce Management theory and best practices
* Ability to manage multiple initiatives and priorities in a dynamic, multi-client environment
* Ability to apply quantitative analysis techniques including statistical modeling
* Ability to communicate verbally and in writing in a clear and straightforward manner
* Strong knowledge of financial analysis and P/L management
* Working knowledge of contact center and telecom technology
* Preferred 4 year college degree

Apply for this job:

* Apply for this job online
* Email this job to a friend

Go back to the welcome page

Need further assistance?