Senior Manager, Workforce Management

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Sr Mgr, Workforce Management is responsible for managing the local workforce management teams and to ensure the forecasted plan is being executed successfully. Developing and communicating consistent workforce management processes and procedures to all levels of the organization.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Execute the forecasted plan with precision.
• WFM Liaison with all levels of Call Center Leadership.
• Manages and provide strategic direction to local WFM teams.
• Manages process consistency across all local workforce management organizations.
• Manages and contributes to routing and skilling strategies for the organization.
• Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
• Responsible for reacting to the reforecasted requirements throughout the day to ensure staff is adjusted to the trends.
• Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
• Urgently takes action on any people or process opportunities across the workforce management organizations.
• Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
• Execute on multiple dynamic project implementations simultaneously.
• Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
• Deploy and manage eWFM or other workforce management technologies.
• Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Perform other duties and responsibilities as assigned.

• Office environment
• Travel - this position will require travel up to 50%
• Relocation may be required based on business needs

• Ability to read, write, speak and understand English
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to manage multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work in an unstructured, fast-paced environment
• Ability to work independently
• Ability to work with and motivate others
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• Knowledge of performance management concepts and methodology
• Knowledge of report writers

• Bachelor's degree or equivalent work experience

• Workforce Management experience in a management capacity - 5+
• Customer Care and/or Call Center experience - 7+