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