Sr. Workforce Manager

Sr. Workforce Manager

Senior Resource Manager

Position Purpose:

The Senior Resource Manager is responsible for the planning and coordination of all production work as it pertains to reporting, service levels, production to pay and agent occupancies.

The incumbent is responsible for lowering cost to the centers and increasing efficiencies to generate revenue. Additionally, the incumbent will disseminate information that is useful, timely, and accurate.

The incumbent will support more than 1000 agents throughout multiple program. He/she will have a team of schedulers/coordinators and may have supervisors that handles real time analysts. The incumbent will be responsible in their development and growth.

Responsibilities will include hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates. He/she will also handle all first level escalations from the Client and Operation related to Reporting, Real Time Monitoring, Forecasting and Scheduling.

Essential Functions and Responsibilities:

• Supports more than 1,000 FTE spread throughout multiple programs.
• Handles a team of scheduler/coordinator and supervisor that supports scheduling and real time management.
• Monitor project performance and communicate with internal and external partners. Provide guidance to the workforce team about appropriate actions to improve or maintain project performance levels. Assign staff and resources (staff calls and seats) for assigned project. This includes oversight of the creation of weekly schedules and of forecasting call volumes and staffing. Assisting staff with workforce management systems issues, staffing/scheduling issues, and providing direction on daily issues.
• Responsible for end to end workforce management of the programs that he will directly support while at the same time supporting real time management.
• Maintains hiring plans and make recommendations based on the need if new classes will be needed to meet client requirements. Holds weekly meeting with site leadership team to discuss hiring and align headcount. Sends finalize plans to internal and external partners.
• Monitors program revenue to make sure each account is meeting forecasted revenue per month.
• Participate in the daily activities of the business from a leadership and decision making stand point. Attends internal and external partner meeting that concerns both workforce and reporting. Monitor workforce and reporting team communications for usefulness, timeliness and accuracy.
• Provide backup scheduling support for short suspense shift trades and time off requests.
• Develop shift bid plans to rebalance the workforce with the workload and act as primary POC during the entire shift bid process. Handles agent to coach assignments after assigning schedules to the agents.

Requirements

Minimum Job Requirements (Education, Experience, Skills):

1. Candidate must possess at least a Bachelor's/College Degree in any field
2. Previous experience using Microsoft Office products, TCS/eWFM, Kronos, Prople, IEX, and dialer applications is preferred.
3. Knowledge in calculation of call center KPIs.
4. Workforce administration, senior-level call center management, business analysis, and project management experience is preferred.
5. Prior Resource Management experience is preferred.
6. Strong verbal and written communication skills are preferred.
7. Ability to handle multiple tasks and work with shifting priorities is preferred.