Workforce Manager

Job Summary:
The Workforce Manager will be responsible for the daily operational oversight of the workforce management application as it applies to call center operations. 
 
Responsibilities:
 

• Responsible for the development and management of the Genesys Workforce Management application as it applies to call center operations
• Collaboration with leadership team of several business units to meet service level agreements
• Primarily responsible for forecasting workloads, employee schedules and managing real-time adjustments 
• Develop Workforce Management Process for scheduling time off and shift trades 
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime along with reporting employee performance including schedule adherence
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business' ability to meet strategic goals and to solicit feedback that influence the operations of workforce management
• Reporting and analysis required to manage these processes efficiently

Requirements:
 

• 3+ years experience in Workforce Management 
• Experience with scheduling, forecasting, and workforce management software such as: Genesys, IEX, Aspect and Blue Pumpkin.
• Exceptional knowledge of MS Office products and familiarity with database concepts
• Demonstrated analytical and problem solving skills
• Proven communication skills: verbal, written, and interpersonal
• Financial analysis skills
• Experience with forecasting methods and concepts for multiple lines of business 
• Experience with real-time management techniques