Workforce Manager - Contact Center
As a Workforce Manager, you are a data-driven, analytical mastermind. You know that within the data, there is always a solution and you plan to be the one to find it. You thrive in ever-evolving contact center environments where there are always new and exciting challenges to meet.
You, as a Workforce Manager at Snapsheet, are driven by a natural curiosity and a passion for ensuring optimization of any workforce you interact with. You understand that the development of the best success metrics, tools, labor modeling, and workforce processes will lead to the overall success of any customer-focused organization, and ultimately improves Snapsheet’s relationships with clients and internal stakeholders alike.
You are a confident self-starter, with a wealth of knowledge about contact center calculations. You are able to find trends, correlations in data sets to improve forecasts, and the ability to build processes and metrics from end-to-end. Armed with data, you are prepared to challenge the status quo and explore when and where the most impactful changes should occur within our business model.
Sound like you? Keep reading for more detail.
RESPONSIBILITIES:
Analytics
- Responsible for monitoring Intra-day work volume, real-time staffing, average handle time, Schedule adherence of Team and Floor
- Analyze historical trends and future projections to create forecasting, scheduling and headcount plans.
- Select and implement the new Workforce Management tool to meet contact center needs in the immediate and at scale
- Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month: work volume forecast, average handling time, load factors, attrition, FCR, queue balancing mechanism.
- Provide inputs (data analysis, reporting, budgeting forecast, etc.) to take the most relevant decisions regarding structuring topics: recruitments, facilities management, organization and scale strategy.
Driver
- Provide all business partners within Customer Success org with recommendations to typical challenges encountered in our environment: call routing, ACD, shiftplanning, handle times and throughput management, etc.
- Experience and comfort driving business process and employee behavior changes needed to achieve workforce management goals and hit company targets
- Training and development of Workforce Analyst
- Identifying areas of concerns and opportunities for performance improvements
- Implementing and managing business changes based on data-driven analytics
REQUIREMENTS:
- Minimum of 5 years of experience in workforce management
- Capacity to work in a constantly changing environment with evolving expectations and up-to-the-minute changes
- Experience in forecasting, scheduling and planning, and knowledge of telephony systems is essential
- People management skills and the ability to train others
- Strong service orientation and strong business acumen
- Adept at summarizing large and complex amounts of information
- Solid knowledge of Google suite, Microsoft Office software (Excel advance) & ability to quickly learn internal tools
- Excellent written and verbal communication skills
- Previous experience in workforce management tools (Blue Pumpkin, IEX, Aspect, Etc) is strongly preferred