Responsibilities
The Supervisor of Workforce Management (WFM) is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real time resource management of in-center and remote advisors. Establishes effective relationships with internal and external partners including Finance, Business Systems, IT, Data Management and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
Minimum Requirements
Bachelor's degree plus five (5) years related call center workforce management experience. In lieu of degree, High School/GED plus ten (10) years call center workforce management experience.
Preferred Special Skills, Knowledge or Qualifications
Five plus years of experience leading highly-motivated, high-performing workforce management teams. Five plus years of experience with forecasting, capacity planning and real-time workforce management. Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook). Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement. Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills. Absolute team player who consistently demonstrates respect, inclusion and an open mind. Proven ability to coach to, and drive for, results and provide strategic value. Able to promote change by influencing and guiding others in a positive manner. Strong project management skills. Knowledge of Verint is a plus
Major Accountabilities
1) Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
2) Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology
3) Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set.
4) Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
5) Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices, providing same-day and 7-day planning.
6) Serves as a trusted partner and advisor to leadership teams.
7) Partners with training and operations to coordinate all required training for the customer care center.
8) Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery and storm planning teams.
9) Manages the Verint workforce management system, related telephony and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
10) Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction.
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APS
400 North 5th Street
Phoenix
Arizona United States
www.aps.com
