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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Role and Responsibilities
Qualifications and Education Requirements
Core Competencies
(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)
Technical Competencies
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
Role and Responsibilities
- Manages a team of RTAs, Schedulers and Supervisor/s
- Administers setup and utilization of WFM software and reporting tools
- Administers communication to and from Operations and other support departments
- Collects and analyzes and reports historical center performance statistics
- Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees communication to new hires on schedule process
- Oversees short-term workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
- Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned from time to time.
- Main POC on programs and LOBs supported. Should have a firm grasp of the programs' day over day performance and opportunities.
- Responsible for the team's performance and engagement
Qualifications and Education Requirements
- College degree is preferred
- At least 5+ years' experience in Workforce Management in operations: volumes management, and / or forecast, capacity planning, scheduling and real time management
- Strong decision making ability required
- Excellent oral and written communication skills required
- Good understanding of business financials
- Ability to handle multiple projects and meet aggressive timelines
- Must have proficiency with various software applications programs
- Experience in managing functional groups.
- Experience in management of forecasting, capacity planning and various scheduling software applications
- Experience in managing forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred
Core Competencies
(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)
- Drive for Results - A
- Communication - A
- Resourcefulness - A
- Building Relationships - A
- Developing People - A
- Culture Building - A
Technical Competencies
- Planning and Strategy
- Staffing and Scheduling
- Decision Making
- Performance Management
- Change Leadership
- Coaching
- Collaborative Leadership
- Conflict Management
- Influence
- Team Leadership
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Req Id: R25_00908_0
Posted At: Tue Feb 04 2025 00:00:00 GMT+0000 (Coordinated Universal Time)