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Workforce Manager loc; Springfield, Oh

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2017-05-23 16:22:37
Job Type: Full Time only

Duties and responsibilities

  • Drives operational excellence related to contact center forecast accuracy, sets goals and reviews metrics with all levels of leadership team to ensure consistent quality performance and make proactive recommendations to minimize variances
  • Develop a comprehensive set of intraday performance processes, guidelines, communications and reports Monitors, tracks and analyzes call center service level performance and scheduling assumptions
  • Manage intraday performance results by providing feedback, input and direction to ensure service level and utilization goals are met
  • Manage effective scheduling practices to balance business and employee needs while focusing on continuous improvement in productivity and efficiency in the contact center
  • Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs Advise contact center leadership regarding staffing, call routing, capacity and budgeting considerations for strategic decisions and direction Identify trends and incorporates those trends into long term FTE forecasts Manage a staff of at least 2 employees Other duties as assigned
Qualifications

  • Bachelors degree in business or equivalent work experience required
  • Minimum 2 years experience with workforce management software (Aspect WFO or similar)
  • Minimum 2 years experience in multi-faceted contact center environment
  • Experience in forecast development in a contact center environment
  • Experience leading and managing a team; as well as the execution of processes, projects and tactics Must be able to analyze/interpret data, prioritize/organize effectively, and show excellent judgment and initiative
  • Excellent verbal and written communication skills required Less than 10% travel required


Key Skills:
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