Senior Leader Workforce Management

TaxAct helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

The Senior Leader of Workforce Management will be responsible for overseeing all aspects of workforce planning, scheduling, forecasting, real time management and resource optimization to ensure the efficient and effective deployment of resources across the TaxWell Customer Support organization.   This role will play a critical role in driving operational excellence, enhancing productivity, and maximizing customer satisfaction.

Responsibilities

Major responsibilities of the Senior Leader of Workforce Management position are listed below.  To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Lead the development and implementation of workforce management strategies, policies, and procedures to optimize resource utilization and meet operational objectives. This will cover Taxwell brands i.e. Taxact, Drake Software and 1040.com.

• Manage a team of workforce management professionals, providing leadership, guidance, and support to drive performance and achieve departmental objectives. 

• Develop and maintain accurate forecasting models across multiple contact channels based on historical data, market trends and business projections to anticipate demand and staffing requirements.

• Oversee the creation and management of staffing schedules to ensure adequate coverage to meet service levels while balancing budgetary constraints.

• Work closely with recruiting to determine job skills needed and timing of hiring.

• Develop a deep understand of call types and seasonality to improve accuracy of staffing models

• Monitor real-time workforce performance metrics and key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement.

• Collaborate with cross-functional teams, including operations, HR, finance, product, and IT to align workforce management initiatives with business objectives and priorities.

• Drive continuous improvement initiatives to enhance workforce planning processes, systems, and tool, leveraging best practices and innovative solutions.

• Prepare and present regular reports, dashboards, and analyses to leadership team, providing insights and recommendations for optimizing workforce efficiency and effectiveness.

• Determine appropriate staffing levels required to manage expected contact volume to the desired service levels.

• Maintain historical data to identify patterns and trends that will be used to improve forecasting methodologies and prepare templates to illustrate historical performance, drivers, and trends.

• Pro-actively identify and helps resolve call volume interruptions and system outages that impact contact center performance.

• Other job duties as defined.

Requirements

• Bachelor's or Associates degree in Computer Science, Statistics, Mathematics, Finance, General Business, Accounting or a related field

• 7-10 years of WFM experience in a multi-channel customer service environment

• 5-7 years of experience in a leadership or management role

• Experience with Community or other scheduling software platforms

• Knowledge in ACD and e-Service technologies (Five9, Genesys, InContact, Avaya)

• Strong communication, analytical and problem-solving skills

• Strong customer satisfaction focus with emphasis on data analysis, problem solving, decision making, planning, reporting, teamwork, and adaptability

• Strong prioritizing and organizational skills

• Excellent written and verbal communication skills

• Excellent Time management skills

• Helps to maintain a positive work environment

• 25% travel required

Comprehensive Benefits

We offer a fun and collaborative work environment, competitive salary, outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, and 401(k) with company match.

At TaxAct, we believe our work benefits from the diverse perspectives of our employees. As such, TaxAct welcomes and celebrates diversity and inclusio