Manager II, Workforce Planning

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Manager II, Workforce Planning

This position is responsible for the day-to-day operations within our call centers to help ensure staffing needs and service metric goals are achieved. This includes establishing policies, procedures, strategies and tactics that align with company objectives and ensure customer satisfaction. The Workforce Planning Manager is responsible for hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts. You are accountable for core workforce management functions and backup to the Analysts. Functions include reporting, long and short-term forecasting, resource load-balancing, queue open-closures, capacity planning, trend analysis, employee scheduling, schedule optimization, and intraday management. The person in this role will support business growth when additional queues, new software and tools are implemented. Collaborate on initiatives and call center rollouts to maximize efficiencies to better meet service level objectives and reduce costs. Identify risks and opportunities in service level metrics and recommend action plans to improve overall performance.

What you'll do:

• You will manage the Workforce Management Analysts and their activities that supports the call center, such as reporting, intraday, resource load balancing, agent scheduling, staff productivity, call routing monitoring, and trends

• Lead strategy plans and partner with Call Center Managers to create staffing models, to ensure staff is at an optimal level

• Monitor resource load balancing opportunities to ensure efficient coverage in each queue to improve service level metrics

• Generate root-cause analysis and recommended Performance Guarantee (PG) recovery plans to help ensure performance goals are met

• Discuss performance strategies defining proactive action plans and provide strategic insight recommendations to achieve metric goals

• Make WFM decisions autonomously with little direction to identify and solve complex problems

• Analyze, interpret and summarize complex data as it relates to contact center technologies

• Provide solutions through statistical reports and presentations to the leadership team

• Provide data validation, create reports, and build and maintain dashboards

• Drive operational efficiency and quality improvement initiatives

• Analyze workflow and staffing work assignments to ensure operational benchmarks are met

• Identify, document and report phone or system issues as they impact the department. Partner with Telecom and IT for quick resolution

• Track all the system and network down time

• Assess call routing flow and queue priority needs to identify any opportunities to optimize production

• Create staffing models for each line of business and setup cross-training when needed

• Assist in achieving service level agreements and service score targets set by the department

• Review contact center trends, including call volume, cyclical patterns, regular call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels

• Create and execute process improvement policies and procedures that impact the call center. Lead analysis on metrics to identify patterns and trends in the data and make recommendations to improve business conditions. Month-over-month data assessment by queue for adjustment opportunity

• Adjust PTO allotments for each scheduling unit as needed

• Support contact center management and staff with ad-hoc requests

• Provide queue and staffing performance metrics and broader analysis on trends for the department to key stakeholders; dashboards, reports and ad hoc report requests

• Perform other duties as assigned

Who you are:

• 5+ years of workforce management experience

• Possess an in-depth knowledge and understanding of WFM scheduling software suite features and functions

• Have the ability to communicate the problem statement as well as efforts and solutions to leadership