CharMeck 311 Workforce Manager

Date Opened: Tuesday, May 13, 2025 12:00 AM

Close Date: Tuesday, May 27, 2025 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $66,785.82 - $83,482.27 Commensurate with Experience

SUMMARY

The Workforce (WFM) Manager is responsible for overall management and direction of the workforce management team. The WFM Manager ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. The WFM Manager monitors service levels, directs real-time forecasting to meet service levels, and provides advice to management on the most efficient and cost-effective strategies to deliver on service level agreements.

Major Duties and Responsibilities:

• Motivate, develop, and support analysts to attain team and call center goals
• Responsible for performance appraisals of all direct reports
• Responsible for ensuring that call center staffing levels are adequate and balanced within all skill types
• Manage interval, daily, monthly, and annual call volume to trend call patterns used to analyze and project staffing requirements to meet service level objectives
• Participate in strategic business planning at all levels

• Direct and coordinate the call center scheduling activities to ensure that all calls are handled in the most effective manner
• Coordinate with the Training/QA Manager to review all upcoming training requirements and ensure scheduling is completed within time parameters
• Facilitate team meeting discussions
• Direct the design and implementation of reporting structures and ensure accuracy of all reports Manage the administration of all systems and processes utilized for agent scheduling interactions and performance reporting
• Design and evaluate the continuous improvement of the workforce department
• This position is considered essential.  The WFM Manager may be asked to work when other City offices are closed due to bad weather or other significant events

Knowledge, Skills & Abilities:

• Highly detail oriented with strong written, verbal, and business analytical ability
• Proficient with MS Office products, including the ability to develop extensive Excel reports
• Demonstrated success in workforce planning and management in a similar role with workforce tool forecasting and scheduling required
• Strong statistical analysis background, as well as, an understanding of all factors and tools impacting capacity planning
• Excellent organizational, communication, and interpersonal skills with proven ability to establish positive working relationships with peers, supervisors and business partners
• Ability to build high performance teams, motivate and influence employees to exceed performance initiatives, and possess an understanding of the business and financial elements of the operation
• Demonstrated ability to work with a sense of urgency in a changing environment
• Ability to analyze trends and anticipate future consequences
• Anticipates change and plans for it.  Comfortable handling uncertainty and ambiguity.  Modifies plans and solutions in response to changing conditions.
• Ability to maintain productivity during times of change.  Effectively manages the "people side" of change through communication and leadership
• Ability to carry out assignments using own initiative and general instructions
• Must possess a strong work ethic with the ability to handle confidential information
• Robust experience with Telephony and WFM systems and tools, preferably Verint
• Ability and desire to learn new systems, and proficiency in implementation of new/unfamiliar software tools
• A data-driven, proactive mindset toward transformational process improvement
• Demonstrated abilities to persuade/influence people from a diversity of backgrounds and/or opinions
• Current knowledge of service center best practices, centers of excellence, and up-to-date key performance indicators (KPIs)
   

Preferred Qualifications:

• College degree in business or related field
• Experience working in a fast-paced call center environment
• Expertise with WFM metrics and service levels, including Average Seconds Answered (ASA), Average Handle Time (AHT), agent performance, intra-day scheduling
• Prefer 3-5 years of experience in the WFM field, including forecasting, scheduling, reporting, and real-time management (RTA)
   

Minimum Qualifications:

Bachelor’s degree and three years relevant job experience, an associate’s degree and five years of relevant work experience, or a high school diploma or equivalent and seven years of relevant work experience.

High School Graduat