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Workforce Management Manager
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Workforce Management Manager .
Company: Sutherland Global Services; Location: Rochester, NY 14623 .
Salary/Wage: Competitive compensation based on background and experience.; Status: Full Time, Employee .
Job Category: Customer Service and Call Center; Relevant Work Experience: 1+ to 2 Years .
Career Level: Experienced (Non-Manager); Education Level: Bachelor's Degree .
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Job Description .
GENERAL DESCRIPTION: The Workforce Management (WFM) Manager is responsible for designing and implementing Work From Home (WFH) strategies unique to Sutherland s Work from Home business model. The WFM Manager will work closely with the WFH Sr. Project Manager to develop processes and procedures to support programs using the WFH business model.
SPECIFIC JOB RESPONSIBILITIES:
Maintain WFM system including employee data, account management, and scheduling adjustments.
Enters all new employee information relevant to scheduling or inactivates terminated employee information.
Sets up and maintains user accounts for system access and licensing allocations.
Monitors scheduling adjustments made by contact center management to ensure accuracy and validity of data.
Provides training and system support to users of the application.
Provides reports to key stakeholders and department heads on a pre-determined time line. *Reporting structure and deliverable dates to be determined. Examples:
Daily, Weekly, Monthly adherence reports and schedules
Quarterly, and yearly capacity forecasting
Other ad-hoc reports as required
Supports aspects of intra-day management that do not require Management-level approvals for personnel related issues.
This position does not have Management-level authority and will not be responsible for approving vacations, sick time, or other personnel related issues.
Supports intra-day management efforts including:
Report generation
Entering or correcting exceptions
Review data to identify trends or patterns of practices / behaviors that negatively impact operations.
Collect, validate and analyze contact center data to build accurate forecasts for call center volume using historical patterns, drivers, and events modeling using forecasting software and spreadsheets when appropriate.
Regularly analyze contact center performance and review actual results against company objectives, campaigns and assumptions. Provide regular feedback and chart recommendations and changes as required. Measure forecasting accuracy that is expected to be within +/- 5% of actual volumes and account for variances.
Create monthly staffing requirements using historical shrinkage, forecasted volumes and Average Handle Time (AHT) patterns so as to meet operational objectives.
Review plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.
Assist contact center managers with tracking exceptions, vacation requests, etc.
Participate in staff meetings.
Participate in forums as a representative of WFM issues.
EDUCATION AND EXPERIENCE:
Previous experience with Contact Center forecasting and analysis utilizing WFM, software required.
Highly organized and detail oriented with demonstrated organizational, analytical and trouble-shooting skills.
Must be highly self-motivated, multi-task oriented team member with ability to self-manage tasks to completion within time lines.
Demonstrated proficiency with Microsoft Excel.
Call center operational experience a plus.
Must be able to communicate effectively and efficiently via all means of communication.
Must have experience working directly with vendors
Bachelor s degree from four-year College or university; 1-3 years related experience and/or training; or equivalent combination of education and experience.
Contact Information .
Company: Sutherland Global Services .
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Applicant Category: Professional
Requisition Code: Work at home
Two Initials of Recruiter: bw
System Date: 07/26/2007
System Time: 21:10:35
Document Name(40): Workforce Management Manager
Source: Indeed - USA
SearchTerms: "work at home" "work from home"
URL(80): http://www.indeed.com/rc/clk?cd=wH5kZv6N7b5iAIYA05VlKc8YCUiEYte2wloTl8RMme734fU_
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