Sr. Workforce Management Manager

Position Title

Sr. Workforce Management Manager

Location

Nationwide, MI 48098

Job Summary

The Sr. Workforce Management Manager will lead efforts to optimize resource allocation for the contact center and is responsible for the strategy and execution of all Workforce Management operations, including contact center forecasting, scheduling, real time coordination oversight, and reporting.  The Sr. Workforce Management Manager will focus on achieving and maintaining optimal contact center efficiency, ensuring the contact center is focused on managing and lowering operational costs while delivering a superior customer experience.

The Sr. Workforce Management Manager will lead the organization’s contact center workforce management function in partnership with contact center senior leaders, Finance, business units, and vendor partners. This leader owns the relationship with the WFM software vendor, creating a roadmap to ensure implementation of WFM best practices and software optimization.  The Senior Manager is also responsible for creating and maintaining the workforce management model and methodology, ensuring compliance with the bank’s Model Risk Management criteria.  The leader is a key contributor to the contact center budget process, recommending staffing levels to match expected demand and educating contact center leaders on financial implications of business decisions to further drive higher levels of efficiency and productivity throughout the contact center.

This position requires the acumen to handle complex situations, balance multiple responsibilities, and collaborate effectively with team members at all levels.  Analytical duties include oversight of forecasting, optimization, regression analysis, and end-to-end impact calculations supporting strategic projects, ad hoc requests, what-if analyses, and methodology redesign.

Pay Range: $117,185 - $155,270Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

Strategic Leadership of Workforce Management Function

• Execute on budget forecasts and own the development and implementation of staffing models, reporting, and analysis; support contact center financial analysis and education of contact center and business partner leaders.

• Develop policies that impact workforce positively and work with operational leaders to ensure communication of these policies and procedures are adhered to.

• Provide strategic and tactical leadership and direct the day-to-day responsibilities for the WFM staff and ensure proper staffing and training of team to accomplish departmental goals and objectives.

• Identify new methods, strategies and opportunities to improve WFM performance and overall contact center results. Drive cost savings initiatives for operational efficiencies including queue design, occupancy, and scheduling efficiencies; optimize capacity management across multiple sites, BPO providers, and multiple channels: phone, email, chat, and offline work.

• Design executive level reporting related to contact center strategy, initiatives, results, and capacity planning.

WFM Forecasting, Reporting, and System Administration Oversight

• Develop reporting processes, dashboards, and presentations to measure capacity optimization, forecast accuracy, KPI achievement, and educate leaders on WFM best practices and opportunities.

• Design workforce planning processes, procedures, and methodologies used for developing accurate and timely long term and short term forecast and capacity planning; assess and quantify near term risk and opportunities and the impact to business initiatives.

• Design and implement WFM reporting to drive operational efficiency, identify outliers and areas for improvement, increase forecast accuracy, and educate contact center on productivity and financial performance.

• Ensure WFM methodologies are in compliance with bank’s model risk validation process; create responses to internal and external audits and consulting engagements related to the contact center’s forecasting, scheduling, and capacity planning process.

• Use analytical methods, mathematical models, and tools to weigh risk versus benefit and simulate what-if scenarios to balance cost with KPI results.

WFM Scheduling and Real Time Oversight

• Create and implement flexible schedule options to drive lower cost per call and higher utilization of contact center resources.  Manage contingency staffing model to react quickly and efficiently to business needs.

• Oversee scheduling process for agents and escalations specialists, including implementation of creative schedules, part time team members, remote agent strategy, etc.