OPEN POSITION 01 | Full Time Workforce Planning Analyst/Supervisor| Centennial CO
POSTED SEPTEMBER 12, 2017
The Workforce Manager is responsible for intraday and ongoing tactical management to ensure contractual service level objectives and organizational goals are met. Develops standardized workforce management processes and best practices across all operations teams in a rapidly growing call center environment. Manages and develops staff responsible for workforce management and command center functions. Synthesizes information and analysis from diverse sources and systems to develop and communicate recommendations for standardized operations procedures, and efficiencies and profitability optimizations to management.
What You Bring
1. Determines staffing and scheduling needs using standard workforce management best practices and methodologies; develops modeling utilizing relevant performance and productivity metrics from both inbound and outbound contact center operations; ensures optimal staffing levels are delivered to meet contractual obligations and established service level and response time performance objectives for multiple accounts, campaigns, and contact centers.
2. Manages Command Center functions including real-time analysis, intraday schedule adherence and exceptions process management, dialer administration, and inbound queue management
3. Compiles, analyzes, and interprets operational performance and workforce productivity data to deliver data-driven recommendations using a variety of workforcemanagement and forecasting tools. This includes analyzing contact center volume and workload trends, identifying and anticipating trends in dialer predictability, agent performance, shrink, attrition, lead volume and resource allocation, and tracking and reporting relevant performance metrics to key stakeholders.
4. Delivers modeling, projections, and reporting in support of the financial planning and budgeting process. This includes developing and generating reports and analytical models used in financial planning and budgeting processes to ensure long-term goals are identified and variances managed; delivers accurate forecasts for the budget planning process and acts as a thought leader to drive initiatives that support strategic organizational objectives.
5. Ensures new implementations and key strategic enhancements are accomplished according to defined schedules in collaboration with cross-functional teams
6. Facilitates forecasting and staff planning meetings with both internal and external stakeholders as requested.
7. Hires, trains, develops, and appraises workforce management staff effectively. Takes corrective action as necessary in accordance with company policies and on a timelybasis. Consults with Human Resources as appropriate.
8. Assists with scheduling of off phone exceptions to facilitate training, meetings, or other requests
9. Collaborates with Operations to anticipate known trends in forecasting, workload, attrition, and shrinkage, and manages staffing levels within an acceptable variance to mitigate shortages and overages in staffing levels.
10. Processes time off requests and adjusts scheduling as needed to ensure optimal coverage.
11. Manages the scheduling process for the entire contact center workforce and communicates and reports adherence issues.
12. Adheres to all company policies in all ethical regards maintaining a high level of confidentiality and non-disclosure of processes.
Bonus Points