Stericycle Workforce Management Manager in NY, United States
Workforce Management Manager
Job ID #: 20267
Customer Service & Support
The Workforce Management Manager is responsible for providing exceptional customer service by forecasting call volumes and staffing requirements to ensure resources are maximized across the organization. -The WFM Manager conducts quantitative analysis to provide recommendations for developing work force plans. -This includes forecasting, capacity planning, scheduling, and change management to ensure that KPIs are met. -This position will be a key contact for Managers, Supervisors and Senior Management in regard to service level information and KPI reporting. -The WFM Manager is responsible to direct staff in the efficient real time management of workload across the Call Center(s) by maximizing available resources (human and automated) in order to achieve satisfaction, productivity and economic goals. -This position will also be the administrator for the WFM software and will ensure optimized utilization of the WFM tools. . -Manage overall Forecasting and Staffing processes and objectives to assure efficient, cost effective overall employee utilization. -This includes analyzing historical data, projecting budgetary expenses, determining future costing, and providing oversight on existing and new hire class schedules. -Create, execute and oversee the generation and implementation enterprise wide employee schedules. Also conducting analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer. Analysis - Analyze call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level. -Recognize/interpret trends and changes in the business and communicate them to management. Based on analysis, provide process improvement and operational improvements to management. -Run quantitative scenarios for pilots and potential business changes and future products/services to determine impacts on the customer. Internal customers include, but is not limited to, Customer Service, Inside Sales, Retention and the Regional Call Centers. Technology Administration – Responsible for database administration of the Workforce Management software; including policy and procedures, operating structure and information flow. -Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Reporting -- Assist in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents to ensure the goals of the organization are met. -Obtain a thorough knowledge of all data repositories to ensure dashboards are accurate and include the appropriate data to drive to desired results. -Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations. -Scheduling- Facilitate meetings with HR/Recruiting to establish hiring plans based on long term forecasting including creation of hiring plan reporting that accommodates center attrition, hiring and training timelines. ------Oversee the administration of the call center's vacation allocation including annual and month-to-month management of allotments and approvals. -Creation and maintenance of long-term scheduling process to ensure optimal utilization of call center resources including center-wide skills-based schedule creation, bids/changes.
Bachelor’s Degree or equivalent experience required Minimum of 10 years of experience in a WFM leadership position. Knowledge of Call Center management best practices Strong functional analytical skills (budgeting, costing) in a call center environment Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases Strong knowledge of workforce management tools and the ability to maintain them. Strong knowledge of work routing technology including CTI, IVR and IWD (preferred). Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels. Ability to work collaboratively on projects and establish and maintain positive working relationships with colleagues and internal clients. Knowledge of and experience with contact center metrics, modeling, reporting and forecasting methods. Highly technical Demonstrates the ability to manage own time, activities, and resources. Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.