Workforce management supervisor

Descripción general

The Supervisor will be responsible for the performance management of Workforce Specialists and/or Workforce Analysts who are collaboratively responsible for planning, forecasting, scheduling, and real time resource management for all Contact Center locations. The Supervisor collaborate with the Contact Center Operations Manager and WFM Specialist to plan, direct, manage, and evaluate team performance to ensure service levels and company performance metrics on multiple levels to multiple channels are met.
Responsibilities:

Analyses past trends, forecasts future contact volumes to ensure proper staffing levels across all call center locations. In addition to maintaining and modifying the forecasting model for the outsourced call center operation
Lead WFM and set up the WFM systems and structure to support Real Time Analysis, reporting, routing skills, queues, IVR set up.
Analyzes and determines best time to conduct off-line activities while maintaining service/productions levels.
Manage WFM staff to provide Real Time Management (RTM) assistance to center Supervisors and Manager while realigning resources in real-time to optimize coverage and service level needs. Lead WFM staff to develop forecasts for omni channel contacts.
Active participant w/n business continuity and recovery plans by coordinating with the Contact Center Operations team and key participants (POC, Costa Rica, 5Star,etc) across all sites to ensure all contacts are handled to the maximum extent with limited resources, such as when systems accessibility and significant agent staffing challenges occur.
Manages attendance processes, Holiday staffing, time off and overtime requests.
Hosts bimonthly debrief call with Five Star to review performance results identifying tactics to correct gaps in staffing
Partner with WFM staff to provide accurate and timely reports for monthly HSLS and yearly performance reviews.
Review and ensure timely and accurate payroll entry.

Requisitos para aplicar

Required Skills:

Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate valuable recommendations and complex information in a clear and concise manner.
Strong critical thinking and analytical skills. (Can easily spot trends)
Results oriented, motivated and ability to multi-task to drive simultaneous projects
Ability to maintain confidential information.
Ability to prioritize multiple assignments and meet all deadlines with minimal supervisor
Microsoft Office: Outlook, Word, Excel, PowerPoint, SharePoint.
Required Experience:

Contact Center work experience and solid workforce management experience in an inbound and outbound center environment
Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction
Experience using workforce management software, telecommunication or other call center systems in an inbound contact center setting.
Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources
Ability to work in a changing, agile culture
Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
Specific experience working with Contact Center scheduling and forecasting tools required. Experience with either Pipkin's or Calabrio strongly preferred
Education:

High School or Equivalent required; Bachelors or commensurate experience preferred