Manager, Workforce Logistics

Job Summary :

The Manager, Workforce Logistics is responsible for providing leadership and strategic direction for the Workforce Logistics operations of the Access Center and will be responsible for all aspects of workforce management in the WMC Access Center, including long-term operations capacity planning, processes, tool development, creating agent schedules, etc. to optimize the Access Center's staffing strategy and overall Access Center performance. Provides leadership and direction for multiple functional areas. Manages professionals at supervisor, and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s).

Responsibilities:

Develop and lead the workforce management strategy for the Access Center Investigate, evaluate and help implement Workforce Management tools and telephony functionality as required. Develop a roadmap to leverage technology to advance the WFM capabilities/efficiencies. Leverage industry best practices or innovations to determine processes and tools required to maximize the function. Provide clear and concise direction for workforce management in a rapidly changing environment Allocate resources efficiently to support optimal staff performance and meet consumer call demand oversee scheduling, forecasting, and real-time call flow for multi-lingual, multi-channel services in the Access Center. Monitor multi-site, real-time call traffic/volume from multiple queues, respond to spikes in call volume and secure all Access Center resources for the duration of the spike. Effectively leverage data analytics to inform strategic business decisions: Identify, create and provide reports and analysis to Access Center leadership on an ongoing basis. Partner with Access Center management to develop initiatives based on trends in the data. Manage continuous improvement activities that drive stronger performance and better consumer experience at lower costs. Effectively coordinate and collaborate with cross-functional teams to drive Access Center performance: including but not limited to operations, finance, HR to achieve service, cost and team member objectives through efficient staffing, scheduling, training and communication.

Qualifications/Requirements:

Experience:

5-7 years experience in call center operations and experience with Workforce Management process and tools experience (i.e. Verint, Calabrio, Genesys, Nice, Open Text) and ACD technology (i.e. Avaya, Cisco). Strong expertise in in capacity modeling, workforce management tools and operational planning methodologies. Proven experience in leading workforce management team in a multi-site contact center structure. Experience in a centralized WFM environment is a plus. Expert understanding of conflict management, including negotiations and consensus building. Possess expert analytical, problem solving and decision-making skills. Uses data/analytics to get to root cause/improvement opportunities. Understanding of interdependency between the staffing, processes, and systems and how they link to high service and lowest total cost. Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities to meet deadlines in an environment with overlapping and potential conflicting priorities.

Education:

Bachelor's degree in business, education, healthcare administration, organizational development, or related field required. Licenses /

Certifications:

N/A Other:

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point).

Special Requirements:

This position has the potential to offer a hybrid schedule, combining remote work with in-office collaboration. Specific remote days may be determined based on team needs and business priorities.