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Manager, Workforce Planning
US Cellular
Chicago, IL, United States
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The Workforce Planning Manager is responsible for strategic oversight and activities related to Workforce Planning effectiveness, policies and procedures, and performance improvement, as well as leadership and development of a Workforce Planning Specialist team. The Workforce Planning Manager will build collaborative partnerships with key stakeholders across the organization in a way that demonstrates teamwork, shared vision, and a commitment to achieving organizational goals.
• Lead, coach and develop a team of Workforce Planning Specialists in identifying real time staffing allocations and adherence patterns to ensure operational efficiency, while meeting intraday and end of day service level objectives
• Provide recommendations to leadership on maximizing the efficiency of call center operations from a resource allocation perspective, with the objectives of consistently achieving service performance goals and minimizing cost per call while enabling associates to also meet and exceed FCR, Quality, and Customer Engagement goals
• Serve as an expert on Key Performance Indicators (KPI) that impact the centers’ ability to consistently and effectively meet metric goals such as service level and average handle time
• Serve as the Aspect (EWFM) Administrator for the entire MCSO organization
• Responsible for providing weekly exceptions on adherence and availability to channel VP and center Director team
• Maintain working relationships with both operations stakeholders and care center leadership
• Meet regularly with Enterprise operations Managers for strategic alignment and represents workforce management team at weekly, monthly, quarterly meetings
• Facilitate weekly and monthly meetings with Operations Specialist to discuss opportunities within queues and ensure alignment and action with Workforce Specialist team
• Manage large amounts of data and use it to identify workforce shortages, conduct root cause analysis and determine solutions that will address issues and positively impact operations
• Regularly provides real-time and historical performance reports, data, and trends to center leaders, including key performance indicators such as volume, average handle time (AHT), shrinkage, adherence and service levels
• Use trend analysis to provide recommendations to increase efficiency and improve of the customer care workflow
• Manage configuration and support of ongoing initiatives such as schedule modifications, benefit time allowances, shift flex & trade processes of over 3000 internal and external associates
• Oversee intraday staffing requirements at care center and enterprise levels for each queue that will result in consistently achieving service performance goals in the most cost effective and efficient manners.
• Monitor and reviews processes, inputs and outputs for process improvement recommendations and changes
• Effectively communicate service performance through accurate, timely, and focused reports
• that reflect statistical performance against goals and recommend activities for improvement
• Create and foster a work environment that is conducive to open dialogue, communication and collaboration amongst participants
• Travel as required
• Bachelor’s degree in Workforce Management, Leadership, or related field preferred; equivalent experience considered
• Three or more years of experience in a workforce planning environment required; Cellular or Wireless industry experience preferred
• Experience in an ever-changing, fast-paced, customer focused environment required
• Must be able to lead a team within the framework of the values and behaviors of the Dynamic Organization; Three or more years of supervisory experience preferred
• Strong leadership, talent management, and communication skills are required to properly stakeholder and meet channel objectives
• High level of proficiency with Windows based PCs, including office software knowledge, required
• Detail-oriented and highly organized, with demonstrated analytical, organizational, and trouble-shooting skills required
• Understanding of Application and Skill volumes, AHT variables, Occupancy Targets, and Service Level metrics required
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others required
• Three or more years’ experience working with WFM applications (Aspect, Verint, IEX, etc.), with knowledge of forecasting and staffing inter-relationships preferred
• Knowledge of ACD systems such as Genesys and Avaya, which includes proficient application for agent database, reporting, call allocation, and skill-based routing