Assistant Director of Traffic & Workforce

Assistant Director of Traffic & Workforce, will deliver transformational change in all aspects of workforce management. The focus of this role will largely surround the Real-time management leadership and processes for the organization. This role is critical to ongoing operations, which currently includes seven sites and close to 7,000 agents. Candidates must have sizeable and suitable Contact Center experience as well as leadership experience in order to deliver on the following key responsibilities. The candidate will be responsible for overall WFM real-time management functionality in a multi-site and multi-client, Contact Center.


Responsibilities:


• Ownership of the short term planning processes, adjustments, schedule modifications, and historical analysis
• Reporting WFM-related call center statistics
• Achieving operational targets and SLA’s
• Developing and supporting a continuous improvement process within WFM
• Working collaboratively with key stakeholders (e.g., call center management, HR, client leadership, and IT teams)
• Global outage control and notifications
• Development staff of WFM analysts and managers to a higher degree of WFM expertise and client ownership
Tasks:
• Foster and maintain a culture and work environment that makes Connextions WFM group a highly desirable team for employees to work
• Effectively manage all WFM staff supporting the call center operations, including performance management, coaching and development, talent acquisition
• Serve as a technical expert on Aspect, IEX and procedures relating to executing WFM workload such as forecasting model, client implementation, real-time processes (communication, schedule changes, optimization, hours increases/reductions), scheduling efficiency, agent efficiency and process improvement initiatives
• Maintain strong relations with the Network and Telephony teams to maintain and resolve any problems with the infrastructure (e.g., WFM software (IEX), client systems, telephone sites)
• Build and maintain communication channels with business development, operations management, training and HR regarding events that impact call volumes, new clients, and company ramps
• Work collaboratively with call center management and support business decision making, provide technical operations support, leadership and consulting on WFM related projects
• Create and refine processes that will result in consistent and efficient attainment of goals (accountable for service level, abandonment, and efficiency goals at a weekly, daily, and intraday level for all queues)
• Review team manager analysis regarding scheduling efficiency and provide guidance for extra hour or reduce hour requirements, shift alignment changes
• Make recommendations to senior Operations leadership on maximizing the efficiency of call center operations from a resource allocation perspective


Minimum Requirements

• 5+ years of experience in Workforce Management in an outsourced call center REQUIRED
• Demonstrated communication skills in presenting and facilitating executive level meetings
• 3+ years working with a robust WFM software package such as Verint, IEX Totalview, or Aspect eWFM

REQUIRED
• Experience in a large, multi-site call center operation with multiple lines-of-business
• Experience managing multi site employees
• Advanced Microsoft Excel experience REQUIRED
• Experience with skills-based routing strongly preferred
• Microsoft Powerpoint, Project and Word proficiency highly desired