Position Summary: 

The Workforce Manager will oversee a team of WFM Analysts who are responsible for analyzing staffing across multiple call centers and vendors, to ensure that daily service level goals are met.  Our Workforce Manager performs operational, and oversight responsibilities as required to ensure all SLAs are met.  Evaluates facts surrounding schedule adherence, scheduling, and workforce management functions including operational situations that can impact productivity such as tool or system outages.  In this role, you will experience a wide range of problem-solving situations that require immediate real-time intervention.  The ideal candidate is equipped with critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable, thus, can work under pressure and within tight deadlines.  This Manager position will help us to optimize capacity planning and productivity for 500 remote and in center agents, in 3 different Geo’s, with up to 10 separate skills/queues. 

This is a Remote/Work from Home position reporting to the Director of Business Operations.  

What you will do:  

• Manage the existing WFM Analyst Team remotely, while providing ongoing support and oversight of the day-to-day call center operation as it relates to schedule adherence and call center performance.
• Assures that near real-time agent performance data is maintained to support operations management with accurate performance recommendations & coaching information.
• Responsible for analyzing call and staff forecasts to identify needs and corrections.
• Proactively works with IS, CEX & BPO leadership to ensure that staffing requirements are understood and being addressed.
• Proactively communicates needs and opportunities to operations management about cost management relative to staffing.
• Participates in planning for off-line activities to support operations needs including training and meetings.
• Maintains staff performance by monitoring call volume, adjusting and reallocation staff resources, monitoring real-time adherence (i.e., call work, AHT, ASA, talk-times etc.).
• Ensures staff optimization (service levels, occupancy, AHT, utilization etc.) for multi-channel campaigns.
• Schedules proper training for front line and WFM staff.
• Oversees shift bids as prescribed by policy.
• Manage special projects as assigned.
• Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.  Continually upgrade talent through timely talent management, development, succession planning and recruitment.  

Qualifications:  

• Associates degree or equivalent work history in Call Center WFM.
• Minimum five years’ WFM experience with WFM Software.
• Expertise in ACD and WFM reporting principals.
• Minimum two years’ call center experience in operations.
• Minimum two years supervisory experience. 
• Advanced skill of Microsoft Excel is required (including but not limited to: Power Pivot, advanced formulas, nested statements, trend analysis, advanced charting, pivot tables and data manipulation centered on agent and traffic performance data).
• Ability to adhere to strict federal and business compliance, and confidentiality rules.
• Ability to manage expectations and complete deadlines with key business partners.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills. 
• Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. 
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 10%); will include some overnight travel. 
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams) 

Preferred qualifications for this role: 

• Demonstrated successful ability in a 100% telework environment.
• Forecasting or predictive modeling experience.
• Experience in Telecommunications Relay (TRS) industry, especially IP-CTS.
• Experience working in highly regulated, confidential environment. 

Physical Requirements: 

Employees may experience the following physical demands for extended periods of time: 

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (80-90%) 

Work Environment: