Full Time Job

Global Associate Manager, Workforce Optimization


San Antonio, TX 09-02-2020
  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

Are you looking for a position that provides a front-row seat to the 'Behind the Scenes' management and support of our Viewer Experience Center? Would you like to help us identify risk and partner with fellow Hulugans to ensure we start with the viewer? If yes, we want to hear from you! We are seeking self-assured, ambitious, and curious candidate that wants to be part of a solution-based team! A person who would like to establish their brand, help build our team, and cultivate memorable relationships and partnerships. In this role, you will have an opportunity to influence our ongoing strategies, partner to improve our guidelines, and develop new concepts that support our Core Values.

As a top-tier individual contributor with the Workforce Optimization Team in San Antonio, Texas, this person possesses a highly proficient knowledge and execution of Workforce Theory and Best Practices to include all call center operations and metrics. We partner in many collaborations across various partners, both internal and external. We support services 24x7x365, across multiple domestic and international sites/locations.

• Act as the point of contact for the workforce team. Responsible for making decisions four to six weeks into the future by making recommendations for adjusting staffing plans based on the day-to-day, long-term, and historical trends and events
• Conduct and train how to complete root cause, deep-dive analysis and implement actions for trend identification using intraday and historical reporting
• Trouble-shoot and provide feedback for complex problems related to product launches or marketing initiative, technology, natural disasters, finance or billing changes and impacts, cyclical effects, etc.
• Track and communicate business impact of any system / application outages at the contact center
• Partner cross-functionally on proactive messaging on WFM, Telephony, Social, and Help site channels during incidents
• Facilitate collaborated discussions with workforce and operational leadership in weekly meetings to finalize action plans that will balance service and cost
• Design strategy, guidelines, procedures, reporting, and training programs to support workforce needs, update, review, and complete regular audits
• Work with senior leadership to develop policies, procedures, and training sessions that will meet the needs of their department
• Monitor the training, development, and performance of employees; provide consistent mentoring and feedback
• Coordinate activities of team members to ensure efficient and quality execution of their responsibilities
• Handle complex, escalated, or urgent issues related to contact center management
• Interview and hire workforce personnel

• 8+ years of Workforce Management experience
• 3+ years of management experience
• Preferred +5 years working Forecasting, Scheduling, and Intraday Management in a high-growth company
• Validated focus on putting viewer and experience first, relentless focus on delighting customers, and a strong bias for action
• MS Excel and/or MS Access skills required
• Working knowledge of Verint, IEX, Aspect, Calabrio, or other scheduling software
• Must possess an in-depth understanding of call center metrics and mathematics
• Developed capacity to work and interact with people at various levels of a professional organization from associates to senior leadership. Success in working cross-functionally and independently across numerous teams with various functional partners
• Ability to collaborate across the organization, specifically teaming up with Tech to respond to incidents and drive improvements
• Available for incident response 24/7/365
• Experience exercising strong oral, written, listening, and interpersonal skills
• Advanced proficiency with time management and prioritization of tasks to meet deadlines in a fast-paced environment with quality. Attention to detail, consistent delivery of data integrity that is clean and compliant
• Adaptable to an ever-changing and consistently fast-paced environment

• Experience with Salesforce, Five 9, Service Now and Talk Desk
• Experience with BPO management.
• *LI-ER1