Contact Center Workforce Management Manager

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Summary The purpose of this job is to manage the Workforce department responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts. Role and Responsibilities Manages WFM personnel Administers setup and utilization of WFM software and reporting tools Administers communication to and from Operations and other support departments Collects and analyzes and reports historical center performance statistics Manages long-term forecast/staff plan and leads monthly staff plan/budget meeting Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources Works with training and operations to coordinate multi-skill training for existing agents Oversees communication to new hires on the schedule process Oversees short-term workload forecasting Oversees scheduling philosophy of schedule assignments Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements Responsible for maximizing efficiency and occupancy while meeting service objectives Oversees analysis and reporting of employee performance including schedule adherence Recognizes and recommends operational and support improvements Performs other duties that may be assigned from time to time. Qualifications At least 2 years of experience in Workforce Management Strong decision-making ability required Excellent oral and written communication skills required Good understanding of business financials Ability to handle multiple projects and meet aggressive timelines Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture Benefits 401(k) Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance Experience Workforce management: 2 years (Preferred) Call center management: 2 years (Preferred) Headcount reporting: 2 years (Preferred) Microsoft Excel: 2 years (Preferred) Leadership: 2 years (Preferred) If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! #J-18808-Ljbffr Broughton Group