Overview
Contact Center Workforce Management Manager Jobs in Morrow, GA at VXI Global Solutions
Job Summary:
The purpose of this job is to manage the Workforce department responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts.
Role and Responsibilities:
- Manages WFM personnel
- Administers setup and utilization of WFM software and reporting tools
- Administers communication to and from Operations and other support departments
- Collects and analyzes and reports historical center performance statistics
- Manages long-term forecast/staff plan and leads monthly staff plan/budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees communication to new hires on the schedule process
- Oversees short-term workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
- Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned from time to time.
Qualifications:
- At least 2 years of experience in Workforce Management,
- Strong decision-making ability required
- Excellent oral and written communication skills required
- Good understanding of business financials
- Ability to handle multiple projects and meet aggressive timelines
- Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Workforce management: 2 years (Preferred)
- Call center management: 2 years (Preferred)
- Headcount reporting: 2 years (Preferred)
- Microsoft Excel: 2 years (Preferred)
- Leadership: 2 years (Preferred)
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Title: Contact Center Workforce Management Manager
Company: VXI Global Solutions
Location: Morrow, GA
Category:
