Workforce Management Manager Position Available In Morris, New Jersey

Job Description:

Position:

Workforce Manager Department:

Operations StrategicSupport Reports To:

Manager of Workforce Management FLSA:

ExemptPrimary Function:

The Workforce Manager is responsible forforecasting, creation, maintenance, and intra-day management of thestaffing and schedules for the ASPN hub leveraging the ASPN phonesystem and WFM tools. This role involves tactical planning,schedule adjustments, and trend analysis to ensure that the ASPNhub achieves service level objectives that result in an exceptionalcustomer experience while also maximizing profitability.

Job Scopeand Major Responsibilities:

Responsible for assisting the hub toschedule and support the contact volume as needed. Responsible forproviding headcount budgetary recommendations based on historicalvolume data and trending. Create staffing models to forecastresults of various enhancements to events or procedural changes andmake recommendations based on data interpretations. Provideforecasting and staffing reporting and commentary to seniorleadership to drive business objectives such as improving employeeengagement, customer service, and profitable growth. Work with theDirector of WFM to provide technology and process improvements toensure high customer satisfaction and cost effectiveness includingIVR routing paths, Customer self-service automations, email, etc.

Develop presentations on recommendations and processimplementations to senior management. Gather and maintain data fromthe WFM tool-and other internal or external sources. Manage andmaintain the process supporting schedule exceptions, shift requestsand assignment, time off requests, adherence performance andreporting, and training and meeting schedules. Create dashboardsand analyze large amounts of information to discover trends andpatterns and uncover solutions to business problems based onhistorical volume trends and real time changes in businessinitiatives and contact drivers. Identify and develop reportingaround key success metrics to measure staffing and forecastingvolume through real time and intra-day data. Serve as the ContactCenter point of contact with internal and external partners forsupport of the WFM suite of applications. Oversee the stability andfunctionality of the Workforce Management Suite, to include thestaffing and forecasting, quality, and performance managementapplications. Monitor incoming volume across all channels (voice,email, and chat), handle times, service levels, headcount,non-phone work, and other statistics (shrinkage) to ensure theappropriate number of agents available to meet Contact Centerperformance goals. Capture and organize Contact Center call/contactvolumes and distribution trends (intraday, seasonal, peak periods).Disseminate information to hub operations and other key personnelas needed (e.g., schedules, forecasts, analysis, reports, andrecommendations). Maintain the skills and schedule (capacity) ofagents; coordinate daily staffing operations with appropriateContact Center management. Provide direction to personnel on eventsthat impact volume, handle time, or other dynamics relevant toworkforce utilization. Ad-hoc analytical and process improvementprojects as needed. Develop ad hoc analyses, financial models,special projects and other responsibilities as needed. Work outsideof core business hours. Shift is 11:30am – 8pm EST Ensurecompliance with the provisions of the Health Insurance Portabilityand Accountability Act of 1996 and its implementing regulations, asamended (“HIPAA”) and all applicable federal, state, local, andcompany policies and procedures.

Minimum Qualifications:

The idealcandidate has obtained a minimum of a Bachelor’s degree preferablyin finance, accounting, statistics or another relevant businessarea, or equivalent work experience. A minimum of 5 years ofprofessional experience in the pharmaceutical industry preferredalong with superior Microsoft Office skills (MS Excel, MS Word, MSAccess & MS PowerPoint). Experience in workforce management andcall center phone systems and how they work is required (dialers,skilling management). Candidate must be extremely detail-orientedwith excellent organizational, time management and communicationskills with the ability to complete projects timely and accurately.

Candidate must have excellent communication as well as good publicspeaking/presentation skills. SQL skills are preferred. Pythonskills are preferred. Candidate must have a high degree ofinitiative and the ability to be self-motivated. Candidate must beable to guide and educate those in all levels of the business.

Advanced experience with five9 and Verint is preferred. Asembia iscommitted to Equal Employment Opportunity (EEO) and to compliancewith all Federal, State and local laws that prohibit employmentdiscrimination on the basis of race, color, age, natural origin,ethnicity, religion, gender, pregnancy, marital status, sexualorientation, gender identity and expression, citizenship, geneticdisposition, disability or veterans status or any otherclassification protected by State/Federal laws.