In this role you will:
- Manage a team of 10+ Workforce Analysts and Planners
- Create strategic recommendations to improve productivity while balancing service levels and costs
- Ensure designated sites are managing agent staffing requirements
- Develop, analysis and implement agent staffing plans including re-forecasting requirements
- Resolve Client escalated issues involving WFM
- Facilitate daily and weekly meetings among key stakeholders
- Own planning, design and implementation of a Workforce Management System, including the creation and implementation of processes
- Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
- Develop benchmarks using metrics, industry standards and original concepts
We are looking for someone who:
- Earned a BA/BS or equivalent experience
- Has 5 years+ Contact Center Operations/ WFM experience with 2+ years in supervisory role
- Develops and motivates a team to succeed
- Solves problems with curiosity and creativity using strong technical documentation
- Focuses on continuous improvement and operational optimization
- Embraces challenges and change with superb listening, probing, negotiation and de-escalation skills
- Uses MS Office for data analysis and creating presentations
- Has experience problem solving in a client facing role
- Understands WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
- Can do whatever it takes in a 24x7 operating environment
About The Results Companies:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, The Results Companies could be right for you!
The Results Companies 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.
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