Strategic Workforce Planning & Real-Time Ops Manager

ibex; Palestine (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

ibex is seeking a Workforce Manager to oversee a team of WFM professionals responsible for workforce planning and intraday management. You will determine work schedules and resources for call queues across the organization, drawing on extensive experience to ensure optimal coverage and service levels.

You will partner with site and department leaders to staff by interval, develop contingency plans during peak demand, and own end-to-end processes with creativity.

Qualifications

• Bachelor’s degree in any field required.
• At least 5 years of related experience in call center workforce management, with managerial experience.
• Experience with WFM tools preferred.

Responsibilities

• Manages the day-to-day operation of the Workforce Management Real time adherence team.
• Maintains service levels while keeping overtime costs to a minimum.
• Co-Leads forecasting, scheduling, and load balancing for call activities at site, optimizing service, and quality levels while ensuring most efficient use of resources.
• Develops, implements, maintains, and communicates the site work schedule.
• Develops and maintains schedule for all transaction based work (e.g., calls, correspondence, training, meetings, etc.)
• Analyzes call volume patterns to manage work shifts, lunches, and breaks.
• Adjusts workforce requirements based on changing/dynamic forecasts; reforecast when necessary.
• Collaborates with supervisors to identify and track both planned and unplanned absences.
• Ensures schedules are generated on a regular basis that coincide with the forecast.
• Manages and analyzes operational and workforce data to review and reforecast requirements.
• Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions.
• Identifies call volume trends and averages on a monthly and quarterly/seasonal basis.
• Establishes and maintains communication channels regarding events that impact call volumes.
• Collaborates with key business partners and staff to identify opportunities for improvement of resource utilization and service levels.
• Advises Operations Managers and Supervisors regarding balancing work volume.
• Advises Site Director/Manager regarding forecasting/planning based on actual experience and trend analyses.
• Partners with staff and leadership within and across sites to identify business opportunities based on analysis of reports.
• Analyzes, develops action plan, and resolves service delivery and/or service level issues.
• Manages all scheduling-related communications to the site.
• Creates and maintains real time, historic and custom reports relevant to real-time monitoring, scheduling and forecasting.
• Manages administration of workforce scheduling area.
• Develops and maintains business continuation/disaster recovery plans for site as it relates to call routing.
• Manages workforce Real-time Supervisors
• Participates in hiring workforce related manpower requirements
• Manages the team to obtain desired performance
• Provide formal and informal performance feedback on an ongoing basis.

Skills

Effective communication

Analytical skills

Leadership

Team management

Organizational skills

Forecasting

Schedule development

Stakeholder collaboration

Problem solving

Education

Bachelor’s Degree (any field)

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Excel

Job description

ibex is seeking a Workforce Manager to oversee a team of WFM professionals responsible for workforce planning and intraday management. You will determine work schedules and resources for call queues across the organization, drawing on extensive experience to ensure optimal coverage and service levels.

You will partner with site and department leaders to staff by interval, develop contingency plans during peak demand, and own end-to-end processes with creativity.