Workforce (WFM) Manager - Resource Planning

RESPONSIBILITIES:

• Manages the day-to-day operation of the Workforce Management Planning team
• Maintains service levels while keeping overtime costs to a minimum
• Creates policies and procedures to standardize specific Workforce management functions
• Provides support to other members of management, as needed.
• Co-Leads workforce forecasting, scheduling, and load balancing for call activities at site, optimizing service, and quality levels while ensuring most efficient use of resources.
• Develops, implements, maintains, and communicates the site work schedule
• Develops and maintains schedule for all transaction based work (e.g., calls, correspondence, training, meetings, etc.)
• Analyzes call volume patterns to manage work shifts, lunches, and breaks
• Adjusts workforce requirements based on changing/dynamic forecasts; reforecast when necessary
• Collaborates with supervisors to identify and track both planned and unplanned absences
• Ensures schedules are generated on a regular basis that coincide with the forecast
• Manages and analyzes operational and workforce data to review and reforecast requirements
• Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions
• Identifies call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis
• Establishes and maintains communication channels regarding events that impact call volumes
• Collaborates with key business partners and staff to identify opportunities for improvement of resource utilization and service levels
• Advises Operations Managers and Supervisors regarding balancing work volume
• Advises Site Director/Manager regarding forecasting/planning based on actual experience and trend analyses
• Partners with staff and leadership (e.g., Site Directors, Operations Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g., consolidate queues, change phone hours)
• Analyzes, develops action plan, and resolves service delivery and/or service level issues
• Manages all scheduling-related communications to the site
• Creates and maintains real time, historic and custom reports relevant to real-time monitoring, scheduling and forecasting
• Manages administration of workforce scheduling area
• Develops and maintains business continuation/disaster recovery plans for site as it relates to call routing.
• Manages workforce Real-time Supervisors
• Participates in hiring workforce related manpower requirements
• Manages the team to obtain desired performance
• Provide formal and informal performance feedback on an ongoing basis

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Mathematics or related field or equivalent experience, and
• 10+ years of Workforce Management experience
• 5+ years of Supervisory/ Management experience
• Multi-site and Multi-skill call center experience is a must and non-negotiable.
• Previous large (~2500 seat) call center experience
• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
• Forecasting, Scheduling and Intraday management experience
• BPO experience in Workforce Management, Operations or Client Services, preferred.

QUALIFICATIONS:

• Ability to support the Mission and Core Values of IBEX Global Solutions.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Experienced and effective in conflict resolution and relationship management.
• Highly developed interpersonal, verbal and written communication skills, including outstanding presentation skills.
• Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
• Must possess a positive, solution-oriented and customer-focused attitude.
• Ability to interact with all levels of personnel in a diverse workforce.
• Strong technical aptitude and expertise (Excel, Word, PowerPoint, Learning Management Systems).
• Four-year college degree preferred.
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills