Workforce Manager, Customer Success | REMOTE

Sonova USA, Inc.; Aurora (IL); Teletrabalho; USD 98 000 - 122 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

401(k) plan with company match

Paid time off / holidays

Tuition reimbursement

Hearing-aid discount for employees and

Resumo da oferta

Sonova USA, Inc. is seeking a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time management for our Customer Success team. You will be the subject matter expert for Calabrio Workforce Management, driving data-driven staffing decisions and dashboards.

You will partner with Finance, HR, Training, IT and Operations to align staffing with product launches and demand drivers, while ensuring data quality across systems. Remote/hybrid role with < 10% travel and strong Excel/BI capabilities.

Qualificações

• Bachelor's degree in Business, Analytics, Operations or related field preferred; equivalent experience considered.
• 5+ years of progressive workforce-management experience in contact centers.
• Hands-on experience with forecasting, capacity planning, scheduling and real-time WFM.
• Calabrio WFM expertise required; advanced admin/configuration experience preferred.
• Strong knowledge of contact-center metrics: forecast accuracy, service level, ASAP, AHT, occupancy, shrinkage.

Responsabilidades

• Forecast short-, medium- and long-range contact volume and translate into staffing needs.
• Create and maintain agent schedules in Calabrio WFM balancing demand, PTO, training and meetings.
• Maintain rolling workforce plan and identify staffing gaps and future needs.
• Lead real-time and intraday WFM; monitor volume, staffing, service levels and adherence.
• Track forecast accuracy, service levels and occupancy; produce dashboards and reports.
• Provide data-driven recommendations to leadership on staffing and scheduling.
• Own Calabrio WFM configuration and ongoing optimization.

Conhecimentos

Forecasting

Calabrio WFM

Excel

Power BI

Tableau

SQL

Webex CCaaS

Communication

Leadership

Formação académica

Bachelor's degree in Business/Analytics/Operations

Ferramentas

Calabrio Workforce Management

Power BI

Tableau

SQL

Webex Contact Center

Descrição da oferta de emprego

Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Aurora (IL), United States

Workforce Manager, Customer Success | REMOTE

Aurora, IL

Join Sonova as a Workforce Manager, Customer Success and lead workforce forecasting, capacity planning, scheduling, real-time management and performance reporting for our Customer Success organization.

You will serve as Sonova's primary business subject matter expert for the Calabrio Workforce Management module, helping us maximize the platform and transition workforce decisions toward consistent, data-driven processes.

Responsibilities:

• Own short-, medium- and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.
• Develop and maintain employee schedules in Calabrio Workforce Management, balancing forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings and other offline activities.
• Maintain a rolling workforce plan and identify anticipated staffing gaps, excess capacity and future hiring needs.
• Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels and schedule adherence and recommending adjustments when performance falls outside established thresholds.
• Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage and workforce utilization.
• Develop workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights into workforce performance.
• Conduct variance and root-cause analyses and recommend actions to improve staffing efficiency, customer accessibility and workforce utilization.
• Serve as the functional owner and subject matter expert for Calabrio Workforce Management, including forecasting, scheduling, adherence, reporting, configuration and ongoing optimization.
• Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing and Operations to incorporate business events, product launches, staffing plans and other demand drivers into workforce planning.
• Monitor workforce data quality and work with IT and other partners to resolve discrepancies across Calabrio, contact-center systems, HR and timekeeping platforms and other data sources.
• Provide data-driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity and resource allocation.
• Establish and maintain workforce-management processes, documentation, operating standards and reporting cadences.

More about you:

• Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics or a related field preferred; equivalent relevant experience will also be considered.
• Five or more years of progressive workforce-management experience within a contact center, customer service or customer support environment.
• Demonstrated hands-on experience with forecasting, capacity planning, scheduling and real-time workforce management.
• Hands-on experience with Calabrio Workforce Management is required; advanced user, administrator, configuration or implementation experience is strongly preferred.
• Strong knowledge of contact-center workforce metrics, including forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage and utilization.
• Strong analytical skills with the ability to interpret workforce data, identify trends and root causes and translate findings into actionable business recommendations.
• Strong written and verbal communication skills, including the ability to communicate complex workforce information clearly to operational managers and senior leaders.
• Demonstrated ability to lead cross-functional initiatives and resolve escalated issues without direct authority.
• Advanced Excel skills; experience with Power BI, Tableau, SQL or similar reporting and analytics tools is a plus.
• Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.
• Ability to travel less than 10%.

A minimum of 300 Mb/sec download and 10 Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don't meet all the criteria? If you're willing to go all in and learn, we'd love to hear from you!

What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement and Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401(k) plan with company match*
• Company-paid life and AD&D insurance
  • Additional supplemental life and AD&D coverage available
• Company-paid Short- and Long-Term Disability coverage
  • STD and LTD buy-ups available
• Accident and Hospital Indemnity coverage
• Legal and identity-theft assistance
• PTO-or sick and vacation time-floating Diversity Day and paid holidays*
• Paid parental bonding leave
• Employee Assistance Program, including a 24/7 mental-health support hotline, five company-paid counseling sessions and more
• Robust internal career-growth opportunities
• Tuition reimbursement
• Hearing-aid discount for employees and family
• Internal social-recognition platform
• D&I-focused workplace, including a D&I council and employee resource groups

*Plan rules and offerings are dependent upon group company and location.

This role's annual pay range is between $97,584 and $121,980.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.