Workforce Planning Manager

Introduction :At AT&T we’re redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improve lives and allow millions to share the stories and experiences that matter. Our Corporate teams are fueled by innovation and a desire to connect the world in meaningful ways. Join our team and bring your bold ideas, supporting and transforming our business across areas like marketing, finance and more.Overall Purpose:Single point of contact for district level organizations that analyzes call center productivity performance in regards to call volume, provides feedback, and makes recommendation to Call Center Leadership (GM, Area Manager, & Supervisor) across multiple work sites.Key Roles and Responsibilities:

Supports multiple call centers that are responsible for either analyzing historical customer calling patterns, forecast of daily call volume traffic for regional or national call center operations, analyze call volume patterns for unusual spikes and declines, react to forecast as a baseline in order to determine spikes and declines which could be the result of systems outages.

May provides daily direction to local call centers Workforce Management teams regarding charge activities, real time call routing tactics, system parameter adjustments, emergency procedures, or outage conditions and or take direction from local Workforce Management or Operations teams and perform various functions on their behalf due to their limitation of access to the tools.

May serve on consultative basis to help workforce adjust to optimal performance, provide support during emergencies or outages, may instruct local Workforce teams to test basic troubleshooting techniques, or instructing of login of codes to enable call center closings and re-openings.

Ensure even allocation of calls flow to all available centers to maximize accessibility objectives and or ensures call center staffing for multiple sites are scheduled efficiently and result in achievement of accessibility objectives.

May recommends scheduling options and processes, develops training coordination, and holiday recommendation and planning; may be directly responsible for the accuracy and timeliness of the forecasting agent scheduling for one or more Call Center Sites with a 1,000 or more Customer Service Reps; may manage intraday workforce management by monitoring activities and queues to proactively react to outages and issues that impact accessibility (event management), center level real time statistics, or adjusts staffing requirements to accommodate fluctuations.

Balance work load by allocating more calls to those partners/locations that can handle them or develop force load balancing strategies for a typical situation, peak day conditions.

Education : High School Diploma or GED preferred.Experience : Typically requires 2 to 5 years with advanced training and knowledge of workforce management, workforce scheduling, workforce operations, forecasting systems and tools preferredSupervisory : No.Work Location: Must be able to work from one of the following physical locations, this is not a remote position:

Dallas TX, Mesa AZ, Tulsa OK, Atlanta GA, North Hollywood CA, Tustin CA, Evansville IN

Qualifications:Principal Functional Skills associated with this position:

Call Center Technologies

CRM Strategy Design and Implementation

Customer Analytics

Customer Relationship Management (CRM)

Customer Support Function

Customer Support Operations

Customer Support Systems

Data Analysis Tools

Data Gathering and Reporting

Force Management

Problem Management Process

Service Request Management Process

Statistical Analysis and Measurement

Our Manager - WFM earn between $63,700 - $127,300. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.Joining our team comes with amazing perks and benefits:· Medical/Dental/Vision coverage· 401(k) plan· Tuition reimbursement program· Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)· Paid Parental Leave· Paid Caregiver Leave· Additional sick leave beyond what state and local law require may be available but is unprotected· Adoption Reimbursement · Disability Benefits (short term and long term)· Life and Accidental Death Insurance· Supplemental benefit programs: critical illness/accident hospital indemnity/group legal· Employee Assistance Programs (EAP)· Extensive employee wellness programs· Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phoneAT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local lawsWe expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status