Workforce Management Operations Manager, Contact Center
BASIC PURPOSE:
The Manager of Forecasting and Staff Planning is accountable for ensuring all long, mid and short range contact volume forecasts are complete an accurate, building the staffing plan and working with Outsource Partners, internal Recruiting and Training teams to ensure target contact handling headcounts are achieved and leading the Scheduling team.
KEY RESULT AREAS:
Job Responsibilities:
• Pull together assumptions based on historical information and future projects to build a 52 week Forecast with required staff.
• Partner with Recruiting and Training to ensure effective plans are in place to meet staffing requirements.
• Partner with Outsource Partners to ensure their staffing plans align with forecast.
• Ensure all Contractual Obligations are being met by both Neiman Marcus and the Outsource Partners.
• Accountable for updating and the accuracy of all Day of Week and Time of Day patterns.
• Accountable for leading the Scheduling Team and providing accurate and effective Schedules.
• Lead innovative and effective Scheduling strategies.
• Maximize Service Capabilities while Minimizing Costs.
• Lead and participate in cross-functional teams
• Ensure that all Scheduling team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
• Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities
• Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness
• Create and maintain reports from workforce management platform and other sources
• Align individual, team, and company goals through implementation of effective rewards and recognition
SKILLS/EXPERIENCE REQUIRED:
• At least 5 years of Contact Center Experience
• At least 5 years supervising teams of at least 5 Individual Contributors.
• At least 5 years experience with NICE Totalview solutions with other solution or implementation experience a plus.
• Ability to motivate employees to improve and maintain high levels of performance.
• Ability to foster positive relationships and influence business partners through call center knowledge and education of best practices.
• Demonstrates the ability to drive process improvements through root cause analysis.
• Ability to achieve competing, deadline-driven priorities with a high attention to details.
• Demonstrates the ability to bring conflict into the open and facilitate a beneficial resolution.
• Strong organizational and analytical skills
• Excellent attention to detail
• Ability to work multiple projects concurrently
• Proficient in Microsoft Office applications
• Any additional tasks and responsibilities as required.