Dir, Workforce Mgmt - Full-time

JOB SUMMARY
Responsible for managing and implementing customer care traffic and scheduling activities for the Spectrum Enterprise Customer Operations team. Organize and manage scheduling personnel responsible for forecasting and analyzing call volumes, traffic patterns, staff productivity and availability, and call center headcount adjustment to match demand. Ensure compliance volume and response standards, policies and procedures. Accountable for allocating internal and external call traffic and call center resources to maximize available resources. Accountable for the function's budget. Leads a team carrying out discrete segments of work.


MAJOR DUTIES AND RESPONSIBILITIES
Manage and support forecast execution of outsourced forecasts and in-house capacity to ensure service level targets and occupancy levels are achieved.
Optimize real time execution to support decisions between cost, schedule and quality.

Contribute to development of an operating plan; manage people and processes to meet targets.

Maintain positive, consistent and effective communication with staff, peers and senior management.

Create workforce management forecasts/staffing analyses, scheduling, budgets and planning.

Represent and/or ensure representation for projects impacting the call center and/or NOC.

Ensure communication is provided to the area call centers/NOCs in a timely manner.

Monitors call center metrics and agent performance metrics pertaining to call center operational results.

Analyze monthly operation statistics reports to evaluate the methodology of deriving and calculating the operational measures reported.

Develop performance reports for system stakeholders to assure tracking of departmental key performance indicators. Ensure operations have and implement tracking mechanisms for all metrics.

Assist in developing new standardized tracking measures.

Provide recommendations for additional reports, tracking tools, and/or metrics that will contribute to the management of productivity and performance.

Evaluate current staffing and future needs based on efficiency analysis. Make recommendations for headcount changes and/or outsourcing allocations.

Lead team by establishing individual performance goals and reviewing performance against goals. Provide employee counseling and liaise with HR to administer performance improvement and
corrective action plans when needed.

Plan, approve, and implement programs for the timely development and progression of the individuals. Participate in the compensation analysis and approval process.

Drive process improvement projects and project management around tasks. Identify and manage internal process breakdowns, requirements, and performance gaps (i.e. call center, training, communications, field fulfillment, marketing, operations).

Perform other duties as assigned.


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to work in a constantly changing work environment
Ability to define problems, collect data, establish facts, and draw valid conclusions
Comprehensive knowledge of workforce management, budgeting, routing, process improvement & internal controls
Ability to write reports, business correspondence, and procedure documents
Strong verbal and written communication skills
Ability to effectively communicate and present information
Education
Bachelor's degree in Business Administration, IT, Finance or equivalent work experience
Master’s degree preferred

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge

Ability to maintain confidentiality
Ability to prioritize and organize effectively
Ability to effectively direct and lead a team
Ability to develop and maintain solid working relationships with individuals across the organization and business partners to achieve optimal results
Ability to think strategically and anticipate future trends, needs and expectations
Strong business planning and forecasting skills
Ability to analyze data, develop and present data driven reports



Related Work Experience
Process design/call center experience 8-10 years
Management experience 5 years
Cable industry experience preferred 5 years
Workforce management systems and Avaya CMS experience

WORKING CONDITIONS
Office environment
Travel required 10%