Workforce & Analytics Manager

The Workforce Manager will assist our customer contact center. In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, contact volume, headcount requirements, and time-off requests. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.Duties and ResponsibilitiesForecast staffing needs, considering contact volume and headcount requirementsAssist with scheduling and process time-off requestsGenerate reports to show changes to productivity or performanceProvide updates on efficiency to company leadersUphold a high standard of customer service through real-time monitoring and other methodsPosition Qualifications:Bachelor’s Degree, at leastAt least 5 years of significant professional experience in a Contact Center, specializing in MIS/Workforce or Traffic Management/AnalyticsHigh proficiency in MS Excel, Power BI (or similar tool), Call Monitoring Systems (e.g., Avaya)Competencies:Workforce Management: Applies knowledge and understanding of queue management, resource management and issue escalation to meet service level standardsBusiness Acumen: Ability to plan, project, allocate and control financial resources and costs based on business plans and strategies.Strategic/Analytical Thinking: Ability to put together touch point services relevant to every subscriber type to ensure appropriateness of service delivery in support of the group objectivesDecision Making and Accountability: Able to provide timely solutions and drive accountability; has problem ownershipCustomer Focus: Able to understand the customer and works on tailor-fit solutions to satisfy customer requirementsChange Management: Able to manage change and resistance to changeTeamwork: Collaborates with stakeholders for organizational excellence. Able to bring diversified teams together to drive resultsGood knowledge of contact center operations and workforce management principlesKnowledge of systems directly related to customer care operations– such as Workforce Tools, Reporting Tools, Workflow Management, Call Recording, and Customer Relationship Management software