Senior Global WFM Manager

Posted February 02, 2019
Apply: The Results Companies


Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Senior 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


Qualifications
  • 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 call Support
  • Must be able to work various shifts, overtime and holidays in a 24x7 operating environment


Preferred
  • 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


The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability

Diversity Pipelines