Kloudhire

Manager Workforce Management loc : Memphis,TN

Manager Workforce Management loc : Memphis,TN

Posted on : 09-08-2023
Job Type : Full Time only
Salary : 100,000 - 200,000

Job Description:

Position details Manages scheduling operations of multiple call centers in different locations.
Oversees the application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers.
Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality.
Provides reliable resource capacity, utilization and forecast data.
Recommends workforce efficiencies and operational improvements to management.
Utilizes work force technology to analyze trends to predict long-term and short-term staffing needs.
Works with all levels of management (V.P's, Directors, Managers, and Supervisors) to assist them in gaining efficiency and productivity in their departments

Responsibilities

Manage the work force management operations of multiple call centers.
Evaluate call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service.
Lead work force planning strategic planning efforts and make recommendations of work force efficiencies and operational improvements to call center management.
Monitor call center metrics (after call time, talk time, hold times, abandonment rate, website and IVR usage) to assist with forecasting of calls and staffing needs.
Provide reliable resource capacity, utilization and forecast data.
Forecast long-term and short-term staffing needs by utilizing work force technology to analyze trends.

Education and Experience Requirements

Bachelors degree or equivalent experience 1-2 years of management experience
Management Knowledge, Skills, and Abilities Knowledge of workforce scheduling software and applications
Strong problem solving skills Strategic thinking /planning skills Strong business and financial acumen
Strong Communication skills Organizational and project management skills Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access)
Verint and/or blue pumpkin software experience is a PLUS Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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