Supervisor, Workforce Management

Job Description

The Workforce Management Supervisor will work to identify and develop strategies to implement workforce management practices to decrease operating costs, optimize capacity, occupancy, and service levels to meet goals and imperatives for an omnichannel customer service department.

Responsibilities
• Timely and accurate forecasts (at required intervals)
• What if scenarios, Staffing to capacity model variance
• IDP modeling and updates
• Vacation administration
• Efficiently map resources and skillsets to demand, scheduling productive and non-productive time
• Monitor real-time adherence to schedules for call center agents
• Provide leadership teams with timely, accurate reports on intraday performance
• Evaluate daily staffing needs based on unplanned events or excess call volume during peak times and make adjustments to compensate for variances.
• Review historical data, future plans/strategies/business drivers (e.g. seasonality/sales, mailings) and external influences (e.g. market fluctuation, media, etc.) to accurately predict future work (include internal and external)
• Develop shifts, define workloads, and ensure efficient and effective deployment of resources
• Efficiently match capacity to volume/demand at the lowest possible cost
• Partner / assist business units in helping facilitate staff development and meet SLA commitments

Requirements
• Bachelor's Degree Preferred
• Data Management / Analytical skills
• Resource Management
• Intimately familiar with the scheduling technology
• Capacity and Demand Planning
• Industry understanding (e.g. best practices)
• 2-3 years customer service experience
• 2+ years working with Workforce Management teams or processes in a Contact center
• 1 year experience creating and managing forecast volumes for mid-sized contact center; experience with remote contact center team members a plus
• Must have the legal right to work in the United States

Nearest Major Market: Knoxville

Jobcode: Reference SBJ-rbqvey-3-139-107-241-42 in your application.