Assistant Manager - Workforce Management

Discipline : Customer Services

Industry : Traffic/Workforce Management

Job Description - Job Components: This position is responsible for managing long-term & Short Term forecasting and capacity planning. Ensuring that strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals

Job- Responsibilities :

- This position is responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and- working with the leadership team to validate the planning assumptions and volume forecast

- Formulate recommendations based upon analysis, data and input from users and departmental management

- Maintaining a close working relationship with all departmental leadership in developing staffing strategies

- Advise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller

- Partner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.

- Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours).

- Analyze, develop action plan and resolve service delivery and / or service level issues.

- Review Key Performance Metrics and subsequent drivers, implementing actions for improvement

- Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.

- Collaborate with supervisors to identify and track both planned and unplanned absences.

- Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for- improvement and implement solutions.

- Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.

- Establish and maintain communication channels regarding events that impact call and claim volumes

Qualification :

- Graduate degree preferably in Statistics or Math

- Minimum of 3 years of experience in Workforce Management

- Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment.

- Proven track record of performance internally or externally.-

- Strong business, operational and procedural knowledge of a call center.

- Proven Track record of leading change, driving performance, and reducing operational defects.

- Proficiency with MS Office (e.g.,- Excel, Access)

- Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).

- Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,).

- Knowledge of Human Resource policies and procedures.

- Analytical with experience identifying root cause of defects and removing defects.

- Statistical analysis skills.

- Written and verbal communication skills.

- Business focus to understand company's vision, mission and strategy to achieve long and short term goals.

- Adaptable and able to move with change while maintaining a positive attitude.

- Dependable and consistent.

- Superior planning and organizational skills that effectively allocate and manage resources across the site.

- Strong problem solving skills that enable quick identification and efficient resolution of issues.

- Highly respected individual with ability to influence others and build strong relationships

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