Workforce Manager, Customer Care - Full-time / Part-time

POSITION PURPOSE
Responsible for leading the real-time monitoring of contact center performance, making recommendations and optimizing usage of contact center routing, resources, and communicating real-time and intra-day performance. Manage the creation and maintenance of the HR Support workforce schedule and forecast. Develop and implement best practices and processes in real-time monitoring and management procedures. Coordinate and act as liaison with Customer Care resources to manage staffing based on call volume and metric achievement. Additionally, act as a liaison with other internal and vendor contact centers to ensure consistent associate experience as well as maximize efficiencies and cost effectiveness.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

• 50% Make staffing recommendations to management based on analysis or real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications).
• 25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training and Operations to implement action items related to the Command Center activities.
• 25% Monitor and maintain processes related to the daily functioning of the Workforce team, including work load distribution, monitoring phone queue and email box, user follow-up, closing tickets and maintaining front-end messages and system availability.

NATURE AND SCOPE

• Position reports to the Director, Customer Care.
• Accountable for direct supervision of the work activities of others. In addition to personnel issues - including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONS

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 5 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:

• Call center experience.
• Experience with scheduling systems similar to Blue Pumpkin.
• Five-plus years managing others.

Knowledge, Skills, Abilities and Competencies:

• Leadership, Strategy, Analysis, Influence and driving change based on statistical trend analysis.
• Strong problem-solving skills; reacts quickly and appropriately to workforce planning problems; follows up in a timely manner on issues not immediately resolvable.
• Strong analytical skills, process-oriented thinker
• Knowledge of MS Project, MS Excel and other related computer programs.
• Possess a proven track record of managing multiple projects, proficiency with Microsoft Project, familiar with project budgeting and financial tracking, cost/benefit analysis, and creation of business justification.
• Experience with creation of project metrics, conducting project result assessments and an understanding of change leadership fundamentals.