Workforce Operations Manager

Summary

Join Americor as a Workforce Operations Manager and lead the execution of workforce management strategies. You will develop and implement strategies to enhance productivity and ensure service level achievement, forecast staffing needs, and manage a team of WFM Schedulers, Forecasters, and Real-Time Analysts. Collaborate with various departments to align workforce management with business goals, leverage data analytics for reporting, and make real-time decisions during challenges. The role requires technical acumen in WFM tools, strong communication skills, and experience in real-time analysis and call center scheduling. Americor offers a competitive salary, remote work, and a comprehensive benefits package.

Requirements

• Technical acumen in WFM tools, and their usage with other contact center tools such as dialers, CRMs, and HR tools. MUST be familiar with both Calabrio and Five9
• Experience with the analysis of contact center metrics
• Effective communication skills with the ability to effectively collaborate with various leadership levels and/or departments
• 6+ years of technical background with experience preferred in real-time analysis and call center scheduling
• 3+ years of people management experience
• Ability to manage multiple priorities and workflows
• Versatility, flexibility, and willingness to work with constantly changing priorities
• Strong attention to detail and critical thinking
• Ability to solve problems, make data driven decisions, and execute on those decisions
• Detail-oriented, focusing on quality and accuracy
• Occasional travel for business-related trips

Responsibilities

• Lead and Develop WFM Strategies: Oversee the workforce management process across all Sales and support teams. Develop and implement comprehensive strategies that enhance productivity and ensure consistent achievement of service levels. Forecast staffing needs, considering factors like contact volume and headcount requirements
• Manage and Mentor WFM Team: With the assistance of the WFM Supervisor, lead a team of WFM Schedulers, Forecasters, and Real-Time Analysts; providing guidance, training, and mentorship. Ensure the team is highly motivated and equipped to handle the complexities of a multi-channel support environment
• Enhance Workforce Tools and Processes: Continuously evaluate and refine workforce management tools and processes to increase efficiency and effectiveness. Drive the adoption of advanced forecasting, scheduling, and real-time management practices
• Collaborate Across Departments: Work closely with other managers and department heads to align workforce management with overall business goals. Facilitate effective communication and coordination to optimize staffing levels and resource allocation
• Data Analysis and Reporting: Leverage data analytics to track performance metrics, identify trends, and forecast needs. Prepare detailed reports and presentations for senior leadership to support strategic decision-making
• Crisis Management and Real-Time Decision Making: Act swiftly to adjust strategies and resources during volume spikes or unexpected challenges to maintain service level agreements (SLAs) and customer satisfaction
• Coordinate with HR partners on companywide attendance policy, along with state labor laws and regulations
• Collaborate with the Contact Center Operations senior leadership to set team and individual growth goals and drive successful achievement of those goals
• Create SOP’s outlining key processes within the WFM/RTA/Forecasting job functions
• Monitor, identify, and apply process improvement opportunities
• Partner with Learning and Development on updates and changes to the platform

Preferred Qualifications

• Systems integration and/or application development
• Agile / Scrum methodologies
• Leading programs in a collaborative environment
• Experience with Google Workspace

Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program