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2017-01-04 23:50:32
Key Skills:
Manager Workforce Management loc : Memphis,TN
2017-01-04 23:50:32
Job Type:
Full Time only
Budget $: 100,000 - 200,000
Budget $: 100,000 - 200,000
- Position details Manages scheduling operations of multiple call centers in different locations.
- Oversees the application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers.
- Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality.
- Provides reliable resource capacity, utilization and forecast data.
- Recommends workforce efficiencies and operational improvements to management.
- Utilizes work force technology to analyze trends to predict long-term and short-term staffing needs.
- Works with all levels of management (V.P's, Directors, Managers, and Supervisors) to assist them in gaining efficiency and productivity in their departments
- Manage the work force management operations of multiple call centers.
- Evaluate call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service.
- Lead work force planning strategic planning efforts and make recommendations of work force efficiencies and operational improvements to call center management.
- Monitor call center metrics (after call time, talk time, hold times, abandonment rate, website and IVR usage) to assist with forecasting of calls and staffing needs.
- Provide reliable resource capacity, utilization and forecast data.
- Forecast long-term and short-term staffing needs by utilizing work force technology to analyze trends.
- Bachelors degree or equivalent experience 1-2 years of management experience
- Management Knowledge, Skills, and Abilities Knowledge of workforce scheduling software and applications
- Strong problem solving skills Strategic thinking /planning skills Strong business and financial acumen
- Strong Communication skills Organizational and project management skills Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access)
- Verint and/or blue pumpkin software experience is a PLUS Disclaimer
- The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.
- They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
- All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Key Skills:
