Senior Manager, Workforce Optimization & Strategy

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

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.