Senior Manager, Workforce Management

Location:

2727 N Central Ave, Phoenix, Arizona 85004 United States of America

Within the U-Haul Contact Center, we’re on a mission to deliver exceptional Customer experiences every day. We’re seeking a highly motivated individual with strong strategic thinking abilities to lead all facets of workplace planning and management including forecasting, capacity, real-time, and performance analytics. The Sr. Manager, Workforce Management is pivotal in aligning workplace capabilities with business objectives, driving efficiency and improving Customer and Agent experiences across our multi-channel Operation.

This position reports directly to the Vice President, Contact Center and must successfully partner with and influence Contact Center Leadership, Management, and Front-Line Team Members. This is an exciting, yet extremely challenging opportunity in which you will have direct and impactful change on the Contact Center, Company, and Customers.

Job duties and responsibilities include, but are not limited to:

• Lead the Workforce Management Team (Forecasting and Real-Time) responsible for forecasting, scheduling, real-time adherence, and intraday management. Manage and mentor the Team, providing leadership, guidance, and support for their professional growth and development.

• Set performance goals and expectations for Team Members, inspect what you expect, and foster a culture of accountability and continuous improvement, along with adaptability to support organizational changes, including in response to shifting business needs.

• Further develop and maintain workforce forecasting models using historical data, business insights, and predictive analytics.

• Partner with Front-Line and Support Leadership to align staffing plans with strategic goals and budgets.

• Communicate the forecasted workload and staffing needs through presentation and translation of data on a regular basis.

• Oversight and management of real-time adjustments, intended to optimize service levels and Agent utilization.

• Monitor and report on key metrics (i.e., service levels, occupancy, shrinkage, adherence) and proactively identify and recommend corrective actions, especially in relation to labor shortages, workforce imbalances, etc.

• Oversight and management of all business processes, including the maintenance and creation of standard operating procedures (SOPs).

• Drive continuous improvement of workforce planning, tools, systems, and processes. Lead change initiatives related to processes, including the rollout of new tools, systems, or organizational changes, ensuring transitions are smooth and well-communicated.

• Manage vendor relationships, including regular maintenance, billing, and review of application efficiency.

• Conduct best practice research and benchmarking, including with other companies and technologies.

Skills, Requirements, & Qualifications:

• Significant experience with workforce management software, including collecting data, data analysis, and modeling short/long term forecasts and hiring plans.

• Experience with Aspect Workforce Management Support preferred.

• Significant experience in a Contact/Call Center environment with a strong understanding of operations, functions, and terminology.

• Operational knowledge of Cisco and/or any intelligent call routing/ACD system(s).

• Proven managerial experience having successfully coached, managed, and empowered Teams to routinely meet and exceed goals

• Developing knowledge of change management principles and ability to create influence in implementing recommended solutions.

• Strong business acumen, analytical, and communication skills, and the ability to adapt to change and implement change quickly.

• Excellent written and verbal communication skills. Can interact with and influence decision-making by nonanalytical audiences. Successful in quickly developing relationships, rapport, and trust with individuals and teams.

• Demonstrate creativity, enthusiasm, and the ability to critically think and ‘think outside the box.’

• Handles sensitive/confidential information and/or data with a high degree of discretion.

• Forward-thinking, energetic, and a desire for growing responsibility.

• Strong adaptability and aptitude for technology. Advanced Microsoft Office skills, specifically Power Point and Excel.

• Ability to act and respond under pressure and do so with quality results and professionalism.

• Detail oriented, focused on the quality of work and programs. Strong organizational, project management, and problem-solving skills.

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