Workforce Manager (REF9274X)

Job Description

The Workforce Manager will implement and optimize the usage ofWorkforce Management software and tools within the contact center. They will providedaily and weekly scheduling and real time monitoring support tomeet expected service level agreements. Tracks and analyzes data tosupport management staffing decisions. Responsibilities include dailymonitoring of Workforce Management applications.

Essential Functions Include:

• Provide ongoing operational analysis of contact center operations,advance planning and scheduling while identifying and implementingchanges as necessary to improve the level of quality and efficiency asmeasured by key performance indicators (cost per call, cost permember, service level, occupancy, etc.).
• Identify and partner with the navigation center team to implementinnovative labor management practices.
• Develop labor schedules and scheduling scenarios to meet contactvolumes and service levels.
• Utilize specialized software tools to manage and forecast staffing levelsfor multiple contact centers.
• Work with the contact center leadership team to provide analyticalsupport and recommendations for staffing resources to meet objectivessuch as service levels, occupancy, cost per call, etc.
• Work with contact center leadership to accurately forecast call volumes,analyze historical call volume and project staffing needs.
• Analyze call center performance history to determine optimum offproduction activities as well as shrinkage and occupancy goals.
• Balance multiple priorities with little or no direction.
• Monitor Workforce Management tools in real time to maintain servicelevel data.
• Evaluate daily, weekly, monthly, and annual call trends.
• Work with management to ensure agent adherence and/orconformance to schedules.
• Prepares time utilization, adherence/conformance, and weeklyscheduling reports.
• Creates reports utilized by operations for staffing/productivitymeasurements.
• Interacts with various levels of management to provide decision supportand complete various scheduling-related projects with minimalsupervision.
• Responsible for daily, weekly and monthly contact center reports whichhighlight contact center performance (call volume, service level,average handle time, abandon % and average speed to answer).
• Other duties as assigned.

Qualifications

Qualified candidates must have:

• Required: Associate’s degree or equivalent work experience.
• Preferred: Bachelor’s degree in Business or equivalent work experience.
• 2 years’ experience managing workforce management software withina contact center.
• 2 years’ contact center management experience.
• Knowledge of contact center management best practices.
• Strong process analysis and scheduling skills in a contact centerenvironment.
• Ability to create well organized, accurate, and concise material and workdocumentation for organizational use.
• Strong knowledge of Microsoft applications including Outlook, Word,PowerPoint, Excel, and the ability to use them to present to both internaland external contacts.
• Strong knowledge of Workforce Management tools and the ability tomaintain them.
• Ability to work in a fast-paced environment with changing priorities.
• Available to work flexible hours to meet the needs of a global organization.
• Demonstrated organizational skills.

Additional Information

• Candidate must be legally eligible to work in the United States.
• ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.