Sr Manager, Workforce Management
Constant Contact

Job Info

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As the Senior Manager of Workforce Management, you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300+ person global Customer Support contact center. This position plays a key role in supporting the contact center's mission to provide our customers with a world class experience while driving efficient utilization of our resources. This position reports to the VP of Customer Support and Operations and serves as a close business partner to the frontline customer support management team.

What you'll do: 

• Prepare short and long term forecasting and staffing models for various lines of business to meet service goals.
• Recommend changes to contact center resources based on trend analysis to achieve performance objectives.
• Provide analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance
• Coordinate all reporting related to Workforce Management
• Work cross-functionally to plan for and track major organization-wide initiatives that drive volume
• Identify and recommend plans to increase the level of customer service and/or efficiencies.
• Work closely with business leaders and finance business partners on budgetary exercises.
• Manage workforce management systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies. Serves as the resident expert on Workforce Management software package.
• Effectively and continuously communicate successes and opportunities
• Proactively identify and communicate trends and events which impact customer contact behavior to the entire organization
• Provide real time and historical reporting
• Manage a staff of 3 analysts

Who you are:

• Minimum of three years manager-level experience overseeing a contact center Workforce Management Team in multiple, high volume (200+ agents) contact centers.
• Well-defined internal and external customer-centric approach to workforce management.
• Proven ability to manage and develop analysts, driving performance using appropriate and measurable goals, while maintaining a positive working environment.
• High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
• Excellent verbal and written communication skills, as well as presentation skills.
• Excellent interpersonal skills, will interact with executive and senior management, vendors, internal customers, and staff at all levels.
• The ideal candidate will possess a high level of time management, accuracy and discipline.
• Excellent analytical and problem solving skills. Must be able to identify root causes of problems and develop data based solutions.
• Proficiency with Excel and Google Suite required.
• Experience with outsourcers and managing vendor relationships required.
• Experience in Omni-channel queue management required (calls, chats, emails, cases).
• Proficient in ACD technology. Five9 experience preferred.
• Proficient in Salesforce reporting and queue management.
• Proficiency using contact management and workforce management software and reporting tools. Examples include Genesys, Five9, NICE WFM, Tableau

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