Supervise workforce personnel on executing workforce strategies with precision.

Ensure workforce team will maintain and update local databases on a timely basis to foster accurate reporting data.

Supervise performance management effort at site level with focus on continuous improvement of AHT,

ACW, schedule adherence, hold-time, talk-time, and lost hours.

Make strategic recommendations to leadership team regarding process improvement opportunities.

Act as liaison between operations and support teams to provide real time feedback to ensure all needs are effectively communicated with leadership team.

Facilitate communication between local site workforce team and operations team to execute requests accurately and to maintain open communication between two groups.

Supervise workforce team to assist with staffing adjustments based on re-forecasted requirements

Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.

Supervise direct reports’ performance and coach/mentor new hires.

Provide feedback regarding disciplinary or hiring decisions.

Supervise deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.

Supervise short-term and long-term workforce workload and other related projects.

Work independently under minimal supervision.

Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

Perform other duties as assigned by management.

Experience:

2 years of related Workforce/Process Improvement experience required.

3 years customer care and/or call center experience preferred.

Prior experience with EWFM, Aspect, and IEX preferred.

Knowledge, Skills, Abilities & Other Characteristics:

Ability to reads, writes, and speaks English.

Understanding and ability to create/manage scheduling and real-time management processes and tools.

Strong analytical skills, ability to interpret regression modeling, sample size methodologies, correlations analysis, etc.

Ability to manage a team and develop employees through mentorship and training.

Ability to work independently and with other teams to achieve performance goals and objectives.

Advance personal computer skills including Microsoft Office.

Excellent interpersonal, written, and oral communication skills with all levels of management.

Ability to make good judgments/decisions and take initiative to accomplish job duties.

Ability to prioritize and organize work in a multitasked environment.

Ability to adapt to a fast-paced and dynamic environment.

Ability to maintain the highest level of confidentiality and professionalism.