Job Title
Director of Workforce Management (Virtual)
Date Posted
10/1/2019
Location
Tampa, FL
Min Salary
$110,000.00
Max Salary
$120,000.00
Job Type
Full-Time Regular
Job Description

Our client has an immediate need for a call center Director of Workforce Management (Virtual) for someone living anywhere in the U.S. or in Winnipeg, Canada. We are looking for a person that has an entrepreneurial mind set.

The director of Workforce Management is the heart of Operations and responsible for Company Clients’ Call Forecasting, Scheduling, Pooling/Routing, Analytics and Agent Need-Capacity Planning, while ensuring all client metrics are met.

This is a Virtual job but you have to live close to one of these cities:

Las Vegas

Salt Like City

Denver

Tampa

Winnipeg. CAN

Los Angeles

Orlando

Tampa

Phoenix

Responsibilities:

  • Manage and Quality Audit the Analysts work on all forecasting procedures for all clients
  • Developing tools and/or procedures to reformat this data to make it acceptable to Company forecasting systems
  • Adjusting data from client reporting to represent actual expected forecasts based on past performance of programs and media
  • Create and update long term and short-term call forecasts
  • Evaluating forecasts and adjusting methodologies to ensure constant high service levels
  • Master proprietary online analysis tools to support ongoing call center operations
  • Use available data to perform performance analyses of call center agents and identify predictors of success
  • Reporting performance on a regular basis
  • Identifying problems requiring attention of other departments based on weekly analysis of service levels
  • Consulting with strategic team and engineering team to continuously improve both tools and processes for optimal forecasting capabilities
  • Participation in research and implementation of new and enhanced WFM operating systems

Requirements:

  • Minimum 8 years’ experience in WFM
  • Must have BPO WFM experience
  • Ability to understand and explain complex symptoms
  • Excellent writing and communication skills
  • Ability to work closely with and service multiple internal groups
  • Strong data analysis ability with high level attention to detail
  • Ability to think beyond predetermined options to develop new solutions
  • Proficient in Excel
  • Basic understanding of statistical analysis of data to make informed decisions about forecasting based on past data
  • BA or BS degree or equivalent work experience required

Performance Standards:

  • Manage and Quality Audit the Analysts work daily on all forecasting procedures for all clients by reviewing schedule forecasts on all campaign types
  • Develop tools and/or procedures as need be to reformat this data to make it acceptable to Company forecasting systems by creating spreadsheets, templates etc...
  • Intraday adjusting data from client reporting to represent actual expected forecasts based on past performance of programs and media to ensure accuracy of 85% or more is met
  • Create and update long term and short-term call forecasts weekly on all clients
  • Evaluating forecasts daily and adjusting methodologies to ensure constant high service levels of 80% or higher
  • Identifying problems requiring attention from Account Executives and Program Managers based on weekly analysis of service levels
  • Assist Forecasting Team on forecasting / scheduling and support Director of WFM on analysis and client meetings on a need as basis
  • Ensure all client metrics are met and agents are properly utilized by running intraday reports daily, weekly and monthly
  • Ability to work virtually and have flexibility to travel as much as 50% of the time
  • Must have experience at least 4 years of client facing ability with BPO clients
  • International experience is a plus

Compensation:

Salary 110k to 120k USD
Full benefits package including health
Generous PTO