Manager, Workforce Management Scheduling

We are looking for a Workforce Management Scheduling Manager to lead and support a highly skilled global team of schedulers. Workforce Management is responsible for managing and maintaining the Workforce Management solution used within the Customer Advocacy division. This includes knowledge of scheduling and staffing methodologies, forecast modeling, and queue management in a complex global support environment composed of multiple contact channels, languages and advocate skill sets.

This role will include managing the WFM Schedulers in administering the optimal configuration of the workforce management solution. You will be responsible for ensuring the proper metrics and criteria are used in daily, weekly and monthly reporting to project staffing needs key to the operational areas. This individual must possess strong attention to detail and capabilities to manage a global team.

Responsibilities:

• Oversees the execution of workforce staffing strategies and trending reports to achieve service level objectives 

• Plan, organize, manage and evaluate operations for Workforce Management support functions, providing leadership with timely, accurate and relevant reporting and analysis (daily, weekly, monthly, quarterly)

• Partnering with internal teams to ensure staffing efficiency and preparedness 

• Oversees the the daily/weekly staffing to achieve department objectives 

• Develop and support real-time and historical reportings  

• Analysis trending and provides insights and recommendations for course correction in a timely manner

• Drives analysis and supports recommendations to business leaderships to solution complex business issues of workload factors

• Supports strategy driven conversations aligned with achieving baseline metrics and performance improvement initiatives 

Leadership:

• This individual manages the day to day operations of the WFM Scheduling team  

• Evaluate, develop and coach staff effectively to improve performance to support business service  objectives

• Coaches and mentors multiple Workforce Management roles

• Clearly communicates on multiple leadership levels providing data insights and drives effective policy/process as it relates to Workforce Management  

• Leads the execution of changing business priorities 

• Executes the strategic objectives and prioritization goals  

• Interacts with business management with a level of influence to achieve desired outcomes

• Responsible for the oversight of execution timeliness and accuracy of employee scheduled and system maintenance. 

• Document WFM process and workflows, as well as business recommendations/changes

• Ability to work independently with limited supervision and direction.

Desired Qualifications:

• 5 years of experience within an operational area and knowledge of operational support systems 

• 2 years of workforce management experience and knowledge of WFM solution support systems  

• 2 Years Supervisory experience 

• Solid skills with Google Docs and/or Exce

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