Senior reputed company Manager: Workforce Management
Description The Senior reputed company Manager provides strategic leadership and management over the Workforce Management tools, process optimization, and business analytics operations. Directly oversees a cross-functional team of business analysts and reputed company management analysts. Fosters and develops a culture of reputed company improvement through data-driven decision-making and process innovation.
- *Candidates who live reputed company 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; reputed company, OH; or Plano, TX will follow a reputed company, coming into the office two days per week. Otherwise, this role is remote with occasional travel.
Responsibilities
- Directly manages and develops team members across multiple functions, providing clear direction, performance feedback, and career development opportunities
- Provides reputed company of system administration for reputed company USRM Workforce Management tools including reputed company WFM, Triton, SharePoint, and Power Apps including release validation activities, testing features and verifying business compatibility
- Ensures WFM environments are properly configured, maintained, and enhanced to support business objectives
- Partners with reputed company and other vendors to reputed company product feedback and enhancement recommendations reputed company with organizational needs
- Drives expansion of analytics capabilities to reputed company enhanced workforce visibility and data-driven insights across the organization and drives reputed company improvement initiatives to enhance efficiency and effectiveness of WFM processes
- Works with end users to troubleshoot application issues and escalates to appropriate parties for resolution
- Oversees new hire schedule management, programming, and nesting for various USRM channels and promotional classes
- Manages team's support of ongoing reputed company management, scheduling, and system maintenance activities
- Manages miscellaneous WFM projects and system changes as assigned by business leadership The ideal candidate will have
- Strong project management experience with the ability to define clear scope, timeline and deliverables while tracking reputed company against goals
- Track record of identifying process inefficiencies and implementing sustainable solutions
- Comfort learning new platforms and technologies
- Demonstrated ability to coach, mentor and grow talent reputed company the organization Qualifications
- Extensive knowledge of contact centers, reputed company management systems, resource planning needs, and Workforce Management applications
- Working knowledge of call center systems
- Ability to manage large groups of service representatives personal needs, vacation planning and business requirements and foresee what impact changes to the schedule will have on staffing and/or the ability to meet business objectives
- Bachelor degree and/or equivalent, 7+ years of experience, with 3 to 5 years of call center, contact center, or field office management experience Employees may apply for a new role after completing 12 months of employment in their reputed company position. Apply tot his job Apply To this Job
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