WFM Director

About the Role:

Under the direction of our clients workforce management head the senior manager/director of voice chat and back office WFM position is responsible for the overall workforce management forecasting long term planning and effectively allocate hours across vendor network based on KPIs and vendor strategy.

This includes the strategic planning and implementation of wfm strategies to ensure service levels for customer voice chat and back office functions. This will be someone who has experience leading a team of WFM experts to reach agreed upon service level goals to provide the best experience of the customer.

This position will interact directly with the customer care operations finance and training teams the ideal candidate is a motivated self starter with leadership and management qualities that can work independently in a fast paced ambiguous environment with limited oversight.

About the Client:

Our client is a Fortune 500 nationwide telecommunications and media organization made up of multiple brands.They focus on bringing their customers and communities together to connect them to what matters most. With us you can build a career that creates impact both personally and professionally; you are in the right place.

Roles and Responsibilities:

• Build and allocation of projected demand supply and other factors influencing utilization of capacity and physical footprint and requirements and provide feedback support and suggestions to business on optimization opportunities.
• Lead team long term planning to optimise and simplify the current processes.
• OPEX projections based on projected demand and identify opportunities to reduce operational expenses.
• Identifying areas of opportunity and implementing innovative solutions to maximise efficiency.
• Serves as a subject matter expert and WFM liaison for specific programs and coordinates with operations account management and executive leadership. This coordination ensures that goals are meaningful and realistic and that evidence of current challenges is available and disseminated to all.
• Maintain processes to promote responsible utilization of our footprint.
• Ability to apply critical thinking skills and use decisive judgment under minimal supervision to make important business decisions.
• Utilises a variety of software such as Alvaria Real Time Adherence (RTA) Alvaria eWorkforce Management Cisco and Aceyus to monitor real time adherence and respond to call center call drivers.
• Other duties as assigned.

Requirements:

Minimum 12 years of experience in global call center workforce management function.

5 years of experience In a large inbound multisite contact center is preferred.

3 years of experience performing forecasting scheduling and intraday staff management functions in a multisite inbound contact center is preferred

College degree or comparable work experiences required.

Strong mathematical statistics analytical communication and organizational skills.

Analytical thinking creative problem solving and decision making.

Proficient using MS word PowerPoint and Advanced Excel

Ability to adapt to change quickly based on overall direction and needs of the company.

Excellent written and verbal communication skills.

Must be able to multitask be detail oriented and possess strong organizational skills.

Ability to provide leadership direction motivation and build high performing teams.

Demonstrates competency in dealing with all levels of employees and management.

Experience with workforce management software like Blue Pumpkin eWFM and IEX.

Experience with comparable systems required.

Remote Work :

No