Workforce Management Assistant Manager - Full Time - Call Center LV (On-site)

Responsibilities/Purpose

The Workforce Management & Reporting (WFM) Assistant Manager will be responsible for supervising and mentoring the WFM team which is responsible for forecasting analyzing and reporting on contact volumes and handle times for a multi skilled contact center and creating schedules that will allow the center to meet its service level abandonment training and budgetary goals. The WFM Assistant Manager must be proactive detail oriented diligent and able to meet deadlines within a fast paced and dynamic environment.

Job Functions:

• Builds and leads a high-performing team of WFM analysts to achieve and exceed profitable service delivery and customer expectations in regards to Service Levels Abandonment Adherence cost per minute and other standards as determined by contact center management.

• Ensures WFM analysts are answering all incoming customer interactions efficiently accurately professionally and in a timely manner as they assist internal customers with scheduling payroll issues and requested reports along with other assigned tasks.

• Monitors analyst behaviors and provides constructive feedback to improve performance and morale in an effort to improve sales and service.

• Conducts side by side meetings with analysts to appraise performance then continually monitor coach and develop analysts to drive department morale and for optimal performance so that department standards for service and sales are met or exceeded.

• Pro-actively communicates recommendations to management in regards to hiring budgeting and labor related issues to maintain customer service levels. Collaborates with management and other support areas to achieve department goals.

• Responds to all requests from management and supervisors professionally and in a timely manner.

• Supervises the creation and maintenance of long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends overhead seasonality and marketing schedules

• Supervises the gathering and analysis of data for shift/holiday bids. Oversees the creation and distribution of shift/holiday bids that will allow the department to balance labor expenses customer service and team member morale.

• Supervises the creation of weekly schedules based upon forecasted contact volume and handle times. Provides recommendations for time off and/or overtime based upon the active forecast and intraday. Supervises the creation and maintenance of annual vacation schedules.

• Supervises schedule monitoring and adjustments based upon the active forecast and intraday statistics to ensure that service level occupancy abandonment and cost per minute goals are met.
• Approves the shift of contact volume between different workgroups and contact centers based upon intraday service levels and occupancy %.

• Analyzes data for improving service and/or sales by recommending training and coaching needed for agents teams or the entire department. Ensures that all training buzz sessions briefings team meetings and all other off phone activities are scheduled and completed in a timely manner.

• Ensures the timely delivery of all departmental productivity reports. Creates custom reports for management based upon their requests and department needs. Oversees the analysis and reporting of department team and agents statistics to improve service and labor cost. Tracks statistics for all department pilots and projects.

• Maintains agent information within all departmental databases.

• Manages the attendance tracking process and payroll to ensure timeliness and accuracy is at the highest standard.

Essential Requirements:

Education:

• High school graduate or equivalent required
• 4 year Degree in business analytics field or 4 years of analytical work experience

Experience:

• 3-5 years of Intermediate level reporting experience which includes; creating analyzing and summarizing for Executives.
• 2-3 year customer service oriented job experience.
• 2-3 years of supervisor experience.

Abilities:

• Must be able to type.
• Must have a thorough knowledge of the WFM processes including forecasting scheduling and daily management.
• Knowledge of Call Center Work Force Management
• Able to work independently as well as with a team and take initiative with minimal supervision.
• Excellent leadership organizational listening interpersonal analytical written and verbal communication skills required. Excellent developmental and motivational skills required.
• Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
• Must demonstrate an upbeat and positive disposition.
• Must be a highly motivated proactive individual and independent thinker.
• Must be able to handle multiple tasks in a high volume fast paced environment.
• Must be able to motivate and inspire the team to achieve desired results.
• Knowledge of computer telecommunications functions and systems customer service and telemarketing.

Desired Skills:

• Knowledge of IEX or other WFM software.
• Experience in SQL VB and Showcase preferred but not required.
• 3 years contact center experience.
• Advanced level of Microsoft Office programs (Excel PowerPoint and Word).

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload or technical developments).