Job
Number:
11608
Primary
Responsibilities:
The Director, Workforce Management & Reporting, oversees the capacity planning, scheduling, and performance reporting for contact and operations centers. The Director provides both tactical and strategic direction to ensure the effective operation of the contact and operations centers through appropriate staffing levels and utilization. In addition, the Director is responsible for analytical and reporting of all related information, including identifying trends and opportunities for improvement. Essential Duties & Responsibilities •Manages the day-to-day operations of the Workforce Management & Reporting Team, including:Hiring, managing, supporting and developing staff Providing day-to-day direction and guidance relating to work assignments and scheduling. Responsible for developing and/or implementing workforce management initiatives/ goals that will accomplish business strategies. Develops short and long-term capacity and strategic plans to ensure the achievement of required service levels, maximize workforce utilization, and minimize operational expenses. Responsible for the development of policies, procedures, and initiatives that impact the contact/operations areas. Identifies and capitalizes on operating efficiency opportunities. Ensures automated/technological process improvements/enhancements are carried out in a meaningful and timely order. Oversees the management of TCS (scheduling) software and ensures contact center capacity planning and scheduling supports the forecasts.
Required Knowledge, Skills:
Demonstrated success in workforce planning and management in a similar role. Solid understanding of workforce monitoring, scheduling and planning software. Proven ability to effectively analyze workforce data, determine appropriate operational needs, and recommend changes. Outstanding project management skills, including the ability to drive projects from initiation through completion. Outstanding analytical, reasoning and problem solving skills. Strong negotiation skills. Excellent communication (written and verbal) skills. Proven ability to establish effective relationships with internal staff, vendors, and clients. Proven coaching, leadership and staff management skills. Ability to effectively prioritize and manage multiple projects in an entrepreneurial, fast-paced environment. Education & Experience (Minimum Requirements) Bachelor’s degree in Business, Information Technology, or related field. MBA preferred Minimum of seven (7) to ten (10) years of related workforce management experience in a contact center environment, preferably in an inbound call center with an organization utilizing cutting-edge call center technology. Minimum of four to six years of related experience in a management/leadership role.
Contact
Phone Number:
760-438-1741
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