Senior Manager, Workforce Management

Spectrum; Louisville (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

Spectrum in Louisville, KY seeks a Sr Mgr, Workforce Management to lead local WFM teams and ensure forecasted plans are executed with precision. The role involves establishing consistent WFM processes, driving staffing strategies, and partnering with HR, Marketing, and Operations.

Responsibilities include managing shrinkage, overtime, and multi-project implementations, while coordinating training and deploying WFM technology to improve productivity and customer satisfaction.

Qualifications

• Ability to read, write, speak and understand English.
• Ability to analyze and interpret data.
• Ability to communicate orally and in writing clearly to all levels of management.
• Ability to handle multiple projects and tasks.
• Ability to maintain confidentiality.
• Ability to make decisions and solve problems while under pressure.
• Ability to prioritize and organize effectively.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Execute the forecasted plan with precision.
• WFM liaison with call center leadership at all levels.
• Provides strategic direction to local WFM teams.
• Ensures process consistency across local WFM organizations.
• Contributes to routing and skilling strategies for the organization.
• Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
• React to reforecasted requirements to adjust staffing.
• Communicate impacts to volume, staffing, or productivity to Customer Care leadership.
• Develop relationships with other departments to influence volume and staffing.
• Execute multiple dynamic project implementations simultaneously.
• Coordinate multi-skill training for agents and plan all training for Customer Service.
• Deploy and manage workforce management technologies (e.g., eWFM).
• Develop and implement policy and process enhancements to boost productivity and satisfaction.

Skills

English proficiency

Data analysis

Communication

Multitasking

Confidentiality

Problem solving

Prioritization

Decision making under pressure

Leadership

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Sr Mgr, Workforce Management is responsible for managing the local workforce management teams and to ensure the forecasted plan is being executed successfully. Developing and communicating consistent workforce management processes and procedures to all levels of the organization.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Execute the forecasted plan with precision.
• WFM Liaison with all levels of Call Center Leadership.
• Manages and provide strategic direction to local WFM teams.
• Manages process consistency across all local workforce management organizations.
• Manages and contributes to routing and skilling strategies for the organization.
• Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
• Responsible for reacting to the reforecasted requirements throughout the day to ensure staff is adjusted to the trends.
• Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
• Urgently takes action on any people or process opportunities across the workforce management organizations.
• Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
• Execute on multiple dynamic project implementations simultaneously.
• Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
• Deploy and manage eWFM or other workforce management technologies.
• Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Perform other duties and responsibilities as assigned.

WORKING CONDITIONS

• Office environment
• Travel - this position will require travel up to 50%
• Relocation may be required based on business needs

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to manage multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties