Job description

• The Workforce Optimization Manager is an individual contributor and leader who is responsible for successfully managing our predictive dialer initiatives, workforce and lead management.
• The key to success in this opportunity is the ability to effectively manage short and long term business strategies, while proactively partnering with business stakeholders, to solve business problems and provide concise real time updates.
• This includes managing through our rapidly changing sales contact center environment, automating processes, creating useful data driven insights, and pioneering long term, company wide strategic objectives.
  

Key Performance Objectives

• The most important performance objective for this role is to manage real time business decisions based on incoming data to insure high levels of productivity in a rapidly changing, outbound sales contact center environment
  
• Successfully balance both short term productivity and long term, strategic business initiatives
  
• Act as subject matter expert with our predictive dialer Interactive Client Business Manager
  
• Protagonist of predictive analytics and partner to Sales and Marketing to create deeper insights into lead and workforce management
  
• Manage telecom vendor relationship and facilitate the specification of all system enhancements
  
• Develop and manage optimal Dialer plans based on fact-based rules and performance analytics
  
• Identify, assess and proactively implement automation and process improvement to increase Dialer efficiencies and effectiveness
  
• Actively manage Call Center Dialing Software
  
• Monitor real time queue reporting, splits and agent schedules
  
• Collaborate with supervisors to identify and track workforce forecasting, scheduling, and load balancing for call activities, optimizing service and quality levels while ensuring most efficient use of resources
  
• Maintain high availability to Sales Managers and Leadership team throughout the day in order to address call center dialing software issues and performances tuning
  
• Analyze trends in call volume and attendance to understand and plan for potential overstaffing/understaffing conditions. Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary
  
• Act as point-of-contact for Production, Product Support and Telecom for technology and facility issues affecting call center and support operations
  
• Create and maintain real time, historic and custom reports (e.g., planned/unplanned shrinkage, adherence, occupancy, etc.)
  
• Manage ad-hoc requests in a timely manner while maintaining a high degree of accuracy in reporting
  
• Assist with creating policies and procedures to standardize specific Workforce management functions and processes
  
• Work with the Analytics Manager and VP of Sales to determine appropriate staffing levels based on input parameters
  
• Monitor workforce activities/production throughout the day and address individual staff issues as needed such as attendance and work ethic
  
• Experience with dialer management platforms/software; Interactive Intelligence, Inc. (ICBM and Admin version 6.4 or later) or similar predictive dialer system (Certification a plus)
  
• Proven ability to assimilate multiple data points to make timely and actionable decisions
  
• Ability to work under pressure and maintain sense of calm and good business judgement
  
• Demonstrated track record in identifying and implementing process improvement
  
• Experience working with call center-based business model
  
• Ability to work both independently and as part of a team
  
• Capacity to focus and concentrate for extended time periods
  

Advanced mathematical skills

• SQL server experience
  
• Familiarity with TCPA regulations
  
• Knowledge of Insurance business process is optional but preferred
  

Education/Experience

• Bachelor's degree (B. A.) from four-year College or university or equivalent experience
  

Technical Skills

• Expert experience in Excel with ability to manipulate data quickly to answer business questions and research business problems
  
• Experience in the following areas preferred:Call Center Software