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 Workforce Management Tactical Team Supervisor provides strategic direction and leadership to the Results site call center operations in areas of Real Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.
Duties and Responsibilities
- LEADERSHIP
- Motivate and inspire analytical teams
- Leading analytical, data driven, and tactical Workforce teams.
- Identify future Workforce Management analysts and develop the bench strength
- Identify and utilize employee strengths, while developing areas of opportunity.
- Develop strong relationships with internal WFM and external customers
- Collaborate, gain agreement, and communicate multiple competing site & WFM priorities
- Consistently address performance or disciplinary concerns according to company policy
- WORKFORCE MANAGEMENT
- Oversees site WFM process improvements and consistently meets or exceeds bill to pay targets, call center KPIs, customer service, technology, and professional development.
- Creates strategic recommendations to improve site & client productivity while balancing service levels and costs
- Continuously improving site Workforce Management planning accuracy
- Responsible to proactively analyze and implement agent staffing, plans including re-forecasting requirements
- Ensure that site forecasts, capacity plans and schedules are generated in a timely and precise fashion
- Drives nimble real time plan adjustments to improve margins and service levels
- Assist in resolving serious site & client complaints and escalated issues
- Facilitates, leads, and participate in daily and weekly meetings among key stakeholders
- Works to ensure the site WFM team is trained and developed on WFM tools
- Simulates different site scenarios and develops contingency plans for unexpected events
- Develops site benchmarks using metrics, industry standards and original concepts
- Configures data gathering systems, designs and develops the means to capture and record data
- Provides insightful easy to understand analysis/recommendations to the site and global WFM teams
Qualifications
- Must be able to develop an engaged culture that is passionate about Workforce Management
- Ability to develop and inspire a team
- 3+ years in leadership experience
- 2+ years previous Contact Center Workforce Management experience.
- Must have great verbal and written communication skills
- Broad knowledge of inbound contact center environment
- Must be able to multi-task in a professional & courteous manner
- Must enjoy fast pace and challenging/target driven environments
- Must be able to identify and communicate insightful analytics
- Strong technical documentation, problem solving and analytical skills
- Must be able to work various shifts, overtime and holidays in a 24x7 operating environment
- Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process
- High School Diploma or equivalent Workforce Management &/or Call Center Leadership.
- Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability