Workforce Operations Manager

Americor; United States; Remote; USD 95,000 - 120,000; Full time

Job summary

Americor is seeking a Workforce Operations Manager to lead WFM strategies in a dynamic environment. The role involves managing a team, enhancing workforce tools, and collaborating with various departments to optimize operations. Candidates should have strong technical skills in WFM tools and experience in call center management.

Benefits

Ongoing training and development

Opportunity for career advancement

Medical

Dental

Vision

401(k) match

Qualifications

• 6+ years of technical background in call center scheduling.
• 3+ years of people management experience.
• Ability to manage multiple priorities and workflows.

Responsibilities

• Lead and develop WFM strategies across all Sales and support teams.
• Manage and mentor a team of WFM Schedulers, Forecasters, and Real-Time Analysts.
• Leverage data analytics to track performance metrics and forecast needs.

Skills

Technical acumen in WFM tools

Effective communication skills

Data analysis

Problem-solving

Attention to detail

Tools

Calabrio

Five9

Google Workspace

Job description

Americor is seeking a Workforce Operations Manager to join our team. The Workforce Operations Manager position is responsible for successfully executing the WFM strategies designed by the Contact Center Operations senior leadership team. The successful candidate will have a “can-do” approach to responsibilities, can multitask, and is able to work in a fast-paced, dynamic, and result-driven environment. This individual will work with multiple departments to coordinate accurate and consistent information throughout the company, such as HR, Learning and Development, and individual department and team leaders. With the assistance of the WFM Supervisor, the Workforce Operations Manager will lead a team of WFM Schedulers, Forecasters, and Real-Time Analysts.

Compensation: $95,000-$120,000 annually, dependent on experience.

Work Location: Remote - Must reside within the U.S.

About Us

Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer a variety of services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our dedication to others sets us apart – not only as a company but as a community of employees who support each other’s personal and professional growth. This commitment has earned us recognition as a ‘Top Place to Work’ and a leader in customer service excellence.

Responsibilities

1. Lead and Develop WFM Strategies: Oversee the workforce management process across all Sales and support teams. Develop and implement comprehensive strategies that enhance productivity and ensure consistent achievement of service levels. Forecast staffing needs, considering factors like contact volume and headcount requirements.
2. Manage and Mentor WFM Team: With the assistance of the WFM Supervisor, lead a team of WFM Schedulers, Forecasters, and Real-Time Analysts; providing guidance, training, and mentorship. Ensure the team is highly motivated and equipped to handle the complexities of a multi-channel support environment.
3. Enhance Workforce Tools and Processes: Continuously evaluate and refine workforce management tools and processes to increase efficiency and effectiveness. Drive the adoption of advanced forecasting, scheduling, and real-time management practices.
4. Collaborate Across Departments: Work closely with other managers and department heads to align workforce management with overall business goals. Facilitate effective communication and coordination to optimize staffing levels and resource allocation.
5. Data Analysis and Reporting: Leverage data analytics to track performance metrics, identify trends, and forecast needs. Prepare detailed reports and presentations for senior leadership to support strategic decision-making.
6. Crisis Management and Real-Time Decision Making: Act swiftly to adjust strategies and resources during volume spikes or unexpected challenges to maintain service level agreements (SLAs) and customer satisfaction.
7. Coordinate with HR partners on companywide attendance policy, along with state labor laws and regulations.
8. Collaborate with Contact Center Operations senior leadership to set team and individual growth goals and drive successful achievement of those goals.
9. Create SOPs outlining key processes within the WFM/RTA/Forecasting job functions.
10. Monitor, identify, and apply process improvement opportunities.
11. Partner with Learning and Development on updates and changes to the platform.

Requirements

• Technical acumen in WFM tools, and their usage with other contact center tools such as dialers, CRMs, and HR tools.
  MUST be familiar with both Calabrio and Five9
• Experience with the analysis of contact center metrics.
• Effective communication skills with the ability to effectively collaborate with various leadership levels and/or departments.
• 6+ years of technical background with experience preferred in real-time analysis and call center scheduling.
• 3+ years of people management experience.
• Ability to manage multiple priorities and workflows.
• Versatility, flexibility, and willingness to work with constantly changing priorities.
• Strong attention to detail and critical thinking.
• Ability to solve problems, make data-driven decisions, and execute on those decisions.
• Detail-oriented, focusing on quality and accuracy.
• Occasional travel for business-related trips.

Bonus Points For Experience With

• Systems integration and/or application development.
• Agile / Scrum methodologies.
• Leading programs in a collaborative environment.
• Experience with Google Workspace.

Company Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Americor is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual orientation, or any other protected class.