Senior Manager, Workforce Management

The Senior Manager of Workforce Management is responsible for overseeing and optimizing workforce planning, scheduling, and management processes to ensure efficient and effective utilization of resources to support the “CXO” organization (including Contact Center, Branches and Frontline Teams). This role involves strategic planning, data analysis, enhancing customer service and operational efficiency, and collaboration with departments to embed best practice across First Tech.

• Strategic Workforce Planning: Develop and implement workforce management strategies that align with the CXO’s goals and objectives
• Scheduling and Forecasting: Oversee the creation and maintenance of employee schedules, ensuring optimal staffing levels to meet business needs
• Data Analysis: Analyze workforce data to identify trends, forecast staffing needs, and make data-driven decisions
• Process Improvement: Continuously evaluate and improve workforce management processes to enhance efficiency and effectiveness
• Collaboration: Work closely with department heads and HR teams to understand staffing requirements and address workforce challenges
• Compliance: Ensure all workforce management practices comply with relevant labor laws and regulations
• Reporting: Prepare and present regular reports on workforce metrics and performance to senior management.
• Leadership: Lead and mentor a team of workforce management professionals, fostering a culture of continuous improvement and excellence

• Drive actions to optimize operations, including staffing/capacity planning, scheduling, call routing and resource allocation, to ensure efficient and effective service delivery | Apply First Tech’s Digital-First mentality to keep systems relevant, simple and innovative
• Ensure the ongoing functionality, reliability, and security of contact center systems by conducting regular maintenance, troubleshooting issues, and implementing necessary upgrades and patches
• Drive actions related to ongoing design, deployment, and integration of channel management technologies, such as IVR systems, NLP engines, deflection and capture practices, and Chat and Messaging platforms
• Collaborate with cross-functional teams to integrate contact center systems with other organizational systems, teams and channels

• Utilize monitoring tools and metrics to assess the performance of the CXC, identify areas for improvement, and implement enhancements to maximize efficiency and member service quality. Establish and monitor key performance indicators (KPIs) in real-time, service level agreements (SLAs) and budget to meet or exceed organizational goals | Improve cost to serve to levels at or below industry benchmarking
• In partnership with operations leaders, guide and coach operations managers on effective efficiency management practices and translating insights into action
• Drive the CXO Workforce Management operational execution  | Partner with other teams across First Tech to implement WFM in a consistent, scalable manner and assess potential and actual impact of overall WFM enterprise-wide strategy, taking into account the likelihood of the merger of two sizable entities
• Maintain accurate call forecasting, collaborating with product leads, marketing, and finance colleagues. Develop a playbook / action plan for times where we are under service level, on a daily/monthly/annual basis, and take urgent actions to remediate service performance when necessary
• Leverage call and other sourced data and insights to identify trends and opportunities for service improvement and innovation, particularly those stemming from digital to phone channel switching
• Working with our Vendor Management Office and the Vice President of the CXC, manage relationships with third-party vendors and service providers (e.g. Cisco, Nuance/Microsoft, Valera), including negotiating contracts, overseeing adherence to SLAs, and ensuring compliance with contractual obligations and budgets

• Monitor member feedback and satisfaction metrics (e.g. First Contact Resolution), and proactively address member concerns and issues to ensure a low-effort, Brand building member experience. Specifically, monitor health and process moments of truth like abandonment rates, transfer rates, etc., in order to build new ways of worki