Job Description

Job Title: Sr Manager, Workforce

Work Location: Katy, TX

Education/Experience Required: 8+ years of contact center workforce management experience with 4 years of management experience required

Job Description & Responsibilities:

• Strong ability to use inputs from the business, as well as historical data, to forecast contact center volume, both in the short term and long term, for all media types
• Uses volume forecasts to ensure maximize productivity and high levels of customer satisfaction through highly effective scheduling
• Oversees workforce management team to provide guidance and direction around enhancements and process improvements to the center
• Develop team members who have a passion for the business and can use the resources available to them to effectively manage the workload to ensure an ideal customer experience
• Ensures service level, labor and productivity goals are within established targets
• Monitor forecasting effectiveness and accuracy at all levels
• Detailed understanding of ACD and WFO technologies to maximize the operations of the department
• Contribute to the implementation and maintenance of workforce management systems, ensuring alignment with organizational requirements
• Works closely with Operations and QM to build and deliver improvements to the department
• Highly effective in forecasting, scheduling and real-time operations management
• Proficient in workforce and workload balancing processes and philosophies
• Provides regular reporting to the department, for visibility to performance
• Meets Customer Care's department-wide monthly, quarterly and annual goals
• Participates in long range planning and the formulation of goals
• Supports commitment to quality
• Completes special projects as needed
• Required to learn company policies, procedures and safety rules
• Duties may change; team members may be required to perform other duties as assigned

Skills & Qualifications:

Education:

• Bachelor's degree in Business Administration, Data Analytics, Finance or relevant field study or equivalent years' of work-related experience

Work Experiences:

• 8+ years of contact center workforce management experience with 4 years of management experience required (Contact Center Retail/e-commerce experience a plus)

Skills:

• Has a passion for the customer and uses the customer voice to drive strategy for the department and influence the operations of the organization
• Excellent at providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities
• Effectively utilize cross-functional data to bring new solutions and efficiencies to the organization to improve the operations of Customer Care
• Ability to build a cohesive team through appropriate methods and flexible interpersonal style
• Ability to use the long-range vision of the organization to strategize the future needs of the Customer Care business.
• Excellent interpersonal, written, and verbal communication skills, with the ability to interface effectively with individuals at various levels, both internal and external
• Analytical, with strong problem-solving abilities and creative resolution skills
• Self-motivated, with the ability to work on multiple projects in a fast-paced environment
• Proven ability to recognize and adapt to company culture
• Ability to analyze, organize and integrate large amounts of complex information into clear, concise presentations
• Leads by example and models a passion for the business as well as demonstrates a proactive and solution orientated style
• Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high volume, fast-paced environment
• Computer – Microsoft Office and e-mail software
• Knowledge of WFO software preferred

For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.

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