Manager, Workforce Management

Do you have

  • A commitment to providing exceptional service?
  • Professional expertise and a passion for what you do?
  • A high level of integrity?
  • An ability to work independently and collaboratively as a team member?
  • Creative thinking and problem-solving skills?
  • Dedication to developing your own skills and knowledge?



Our most successful associates demonstrate these qualities every day.

The primary duties of the Forecasting and Scheduling Manager are to:

Analyzes trends and recommends efficiencies that are key to operational improvements. Recommend changes to scheduling as data indicates a shift in call volume or key metrics.

Oversees the IT/telecom relationship and acts as the lead to investigate potential enhancements that result in efficiencies, savings, or improvements.

Using workforce management software (or alternatives as needed), oversees the generation of schedules and maintains schedules for Contact Center resources.

Understands call flow strategy and works with IT to adjust as business line needs evolve. Interacts with IT/ Telecom group to support system updates, upgrades, and telecom strategies. Communicates with external Forecasting and Scheduling vendor to coordinate system updates and identify additional system functionality as needed.

Actively communicates with contact center Managing Directors/Directors/Managers to fully understand business needs and staffing challenges. Identifies and communicates to contact center Management the short-term needs for additional resources to ensure performance targets.

    

Minimum Qualifications:

Bachelors Degree in Business Administration, or equivalent combination of education and/or experience. Minimum of six to ten (6-10) years of previous leadership or supervisory experience.

Minimum six to ten (6-10) years of direct related experience that provide knowledge and understanding of statistical analysis and reporting, project management, use of automation tools for problem-solving and detailed knowledge of workforce management software and spreadsheet programs.

Strong knowledge of/or experience in telephone and dispatch service centers.

Strong knowledge of Avaya telecom report development and technologies utilized in the center.

Strong organizational, problem-solving and communication skills to enable accurate completion of assignments and effective interaction with others.

Advanced skills in the use of Microsoft Office Suite products including Word, Excel, PowerPoint.

Advanced skills in the use of workforce management software. 

To the qualified candidate, we offer:

A competitive salary, depending on experience.

Eligibility for the corporate Annual Bonus Plan

An all-inclusive benefits package consisting of medical, dental, and vision insurance; short-term and long-term disability, as well as life insurance.

A 401K plan where we match up to 7%, with a 2 year vesting schedule.

Paid Time Off (accrue up to 3 weeks in the first year)

A free AAA Membership after 90 days and tuition reimbursement

WF Management, IEX, CMS, Schedule Management, Workforce Management

 

If you have the qualities and skills described, apply today to become a part of our growing team!

To learn more about our company and the position, please visit

Our Company Website

To see what it is like to work at AAA Club Alliance, check out our

Day In The Life Videos

AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, and AAA Oklahoma/South Dakota joining, now representing nearly six million members in 13 states and Washington, DC.   At AAA Club Alliance, weve been driven for more than 100 years to provide our members with superior roadside assistance, personal service, and peace of mind. This same commitment to a life well-lived has earned AAA Club Alliance the reputation as a great place to work. Our people tell us its the companys positive work/life balance, the dynamic team environment, excellent benefits, and strong customer focus that keep them happy; their ideas are respected and valued. And, perhaps most important of all, they get to make a difference every day.

AAA Club Alliance Inc. is committed to provide a safe and professional work environment. EOE/M/F/D/V

This Organization participates in E-Verify .

Right to Work

Applicants have rights under Federal Employment Laws:

The Equal Employment Opportunity (EEO)  

The Employee Polygraph Protection Act (EPPA)

The Family and Medical Leave Act (FMLA)

Applicants have rights under State and Local Employment Laws:  

Arizona

Arizona Law Prohibits Discrimination in Employment

California

Discrimination and Harassment in Employment are prohibited by Law

Delaware

Pregnant Workers Fairness Act

Missouri

Discrimination in Employment is Prohibited

New Jersey

New Jersey Law Prohibits Discrimination in Employment

Pennsylvania

Employment Provisions of the Pennsylvania Human Relations Act

Philadelphia Employment Discrimination

Philadelphia Ban the Box

Job Category: 

Management


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