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Manager, Workforce Management

| Chicago

Manager – Workforce Management

 

The Manager - Workforce Management is a critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily guidance to the team that will analyze call volume history by tracking and trending operational metrics to ensure proper planning, accurate requirements and workload identification. This position will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site/program contact center environment.

 

Responsibilities:

  • Responsible for the overall management of the WFM team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
  • Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities
  • Oversee the accurate compilation and distribution of information and reports to identified stakeholders
  • Serve as a subject matter expert and liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
  • Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff and facilities are available during peak periods
  • Performs other related duties and assignments as required to meet business requirements.


Skills and Experience:

  • BA/BS degree preferred in economics, statistics, business or equivalent education
  • 3+ years of experience performing WFM functions (capacity planning, forecasting, scheduling, real-time management)
  • Proven experience managing a WFM team providing forecasting, scheduling and real-time management in a multi-site contact center environment
  • Strong experience with WFM software (Verint, IEX, eWFM, etc.)
  • Experience with Five9, Avaya or comparable systems strongly preferred
  • Proven experience in process improvement, change management and overall operational excellence
  • Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (pivot tables, vlookup, queries, etc.)

 

Perks/Benefits:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Happy hours, ping-pong tournaments, and more company-sponsored events
  • Subsidized gym memberships
  • GoHealth is an Equal Opportunity Employer
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring.
Customized development tracks

Additional Perks + Benefits

Happy hours, ping-pong tournaments, and more company-sponsored events. Gym Membership Subsidies
Company Sponsored Health & Wellness Initiatives. Employee Referral Bonuses. Open Vacation Policy.

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