Workforce Manager

Overview of Job Responsibilities

The
Workforce Manager
produces historical reports, interpret what they say, normalize the data, organize it, and store it. Using that history, generate and actual forecast showing volume, handle time and required staff using specific service goals. A micro-forecast (intraday) and a macro-forecast (monthly, annually, etc.) will be necessary. Create schedules from the forecast that are compliant with the company's policy and are accepted by the agents who must work them.

Essential Responsibilities and Deliverables

Function Specific:

• Responsible for analyzing, tracking and reporting budgetary performance to the Senior Director and Operations Mangers on a monthly basis. Provide staffing forecasts, new hire class requirements, and turnover projects for annual budgets
• Create various informational reports for Human Resources, Account Services, and other departments
• Manage the demands of a high-volume inbound Call/Contact center including overseeing and actively participating in the scheduling and workforce management functions
• Manage and coordinate a team responsible for forecasting, budgeting, scheduling, and workforce management in a Call/Contact Center environment
• Ensure the account is staffed according to projected needs on a daily basis
• Coordinate vacation requests and communicate schedules to Call Center Supervisors
• Provide written reports as needed

Leadership and Management:

·      Adopt and develop a management style of engagement, professionalism, and openness.

·      Develop and communicate a clear vision of the business goals to drive results.

·      Build relationships with employees; establish rapport, trust, and credibility

·      Evaluate and develop team members to align capabilities with roles business needs and career development.

·      Maintain clarity of and communicate the company's vision and values

·      Facilitate communication and collaboration within the function and across Harte Hanks

·      Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.

Supervision:

·      Supervises work of others, including planning, assigning, scheduling, and reviewing work, ensuring quality standards.

·   Is responsible for hiring, terminating, training, and developing, reviewing performance, and administering corrective action for staff.

·      Plans organizational structure and job content.

·     
Perform monthly and annual reviews and make appropriate wage and rate recommendations
within budgetary limitations

• Manage staff responsible for forecasting call volumes, staffing levels, call handling times, service levels, payroll hours, shrinkage levels, occupancy levels, turnover, etc.

Critical Working Relationships

• Interface with IT representatives for Automatic call Distributor report needs
• Provide staff forecasting call volumes, works closely with Human Resources to ensure proper number of new hires are recruited to work within specified shift ranges

Qualifications, Knowledge, and Skills

Education:

·      Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master's Degree, any field

Experience:

· year(s) of supervisory/managerial experience in Workforce Management within the call center/ customer service industry

·      Preferably Assistant Manager / Managers specializing in Corporate Strategy/Top Management or equivalent

Knowledge/Skills:

·      Working knowledge of workforce management process, concepts, and principles (i.e., staffing projections, scheduling, service level analysis, metrics monitoring)

·      Knowledge of business planning, corporate planning, and/or Manpower Scheduling preferred. Prior knowledge of client specifics (i.e., nature of account, metrics) preferred

·      Working knowledge of call center operations and organization

·      Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. IMS, CMS)

·      Supervisory and people management skills

·      Time and project management skills

·      Excellent oral and written communication skills

• Good problem solving, decision making, and analytical skills

Measures of Performance

·      Demonstrate ability to hire, retain and lead a high-performance team

·      Customer satisfaction

·      Account sales growth

Personal Attributes

• Fluency in English
• Adaptive to changing work schedules and working hours