The Global WFM Manager provides vision and leadership to the Results organization in the areas of Real Time Management, Intraday nalysis, Forecasting and Scheduling.
Duties and Responsibilities
Directly manages a team of 10 or more Analysts and Planners
Identify, Prioritize and Coach all direct reports in development areas
Creates strategic recommendations to improve productivity while balancing service levels and costs
Ensure the enterprises is managing to intraday staffing requirements
Responsible for development, analysis and implementation of agent staffing, plans including re-forecasting requirements
Maintain accurate measures of forecasts, capacity plans and schedule plans accuracy by individual analysts as well as globally
Ensure that forecasts, capacity plans and schedules are generated in a timely and precise fashion
Must be able to address disciplinary and / or performance problems according to company policy
Assist in resolving serious customer complaints and escalated issues
Facilitates, leads, and participate in daily and weekly meetings among key stakeholders
Owns planning, design and implementation of a Workforce Management System, including the creation and / or implementation of processes
Ensures reports showing key efficiency, performance, and quality metrics are accurate and available. Coordinates with IT and Operations
Simulates different scenarios and develops contingency plans for unexpected events
Develops benchmarks using metrics, industry standards and original concepts
Configures data gathering systems, designs and develops the means to capture and record data
Provides analysis / recommendations to Sr. Mgt, site Directors and SBUs
2+ years in supervisory experience
1+ years previous Contact Center WFM experience
Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
Technical and Software experience required.
BA / BS or equivalent min.
Broad knowledge of inbound contact center environment
Must have exceptional verbal and written communication skills
Must be able to multi-task in a professional & courteous manner
Ability to develop and motivate a team
Must be able to accommodate a flexible schedule
Superb Listening, probing, negotiation and de-escalation skills needed
Must have analytical and troubleshooting expertise
Strong technical documentation, problem solving and analytical skills
Ability to provided on cal Support
Must be able to work various shifts, overtime and holidays in a 24x7 operating environment
5 years+ Contact Center Operations or WFM experience (preferably supervisory.)
Experience in with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
Must have previous customer / client interface experience and the ability to handle upset clients in a professional manner
Proven performance, able to meet compliance, quality, and productivity metrics
Proven ability to work well in a high pressure / target driven environment
Testing, and continuous improvement a plus