Salary $65,000 a year job type full-time
Full job description
Job title: customer service workforce manager
Department: customer service
Flsa status: exempt
Job status: ft
Reports to: customer service senior manager
Positions supervised: workforce analysts and workforce coordinators
Work schedule: virtual with flexible full-time hours during call center hours monday-thursday 7:30 am – 7 pm, fridays 8 – 5 pm and saturday 9 – 12 pm cst
Assessments: predictive index behavioral and cognitive assessments
The customer service workforce manager is responsible for leading the workforce management team, which includes workforce analysts and coordinatorsThe manager will serve as the subject matter expert in the verizon application and manage the day-to-day wfm operations including but not limited to forecasting, scheduling, intraday management, real-time adherence, reporting and analysis, providing review of goals, identifies opportunities for improvement, and recommends solutions to optimize efficiencies and promote team growth.
Supervision of the workforce management (wfm) team and all processes including real-time agent and queue performance to ensure corporate kpis are consistently met.
Ability to provide leadership, direction, motivation, development opportunities to build high- performing employees.
Oversee the scheduling, modeling, forecasting function, staff productivity, and the planning of resource allocation including identifying opportunities and deploying new strategies.
Provide analytics on trends and use data to identify drivers, while continuing to evolve call center structure in business intelligence tools that are available.
Serve as subject matter expert of the nice in contact cx one tool along with various workforce management processes, resources and strategies.
Serve as the primary point of contact for the leadership team for all wfm topics and work closely with leadership to monitor and align wfm objectives.
Apply innovative techniques to existing processes to optimize efficiencies and client satisfaction.
Communicate any trends to director to diffuse or minimize executive complaints.
Other duties as assigned.
Communication – communicates effectively both internally and externally, where applicableIncludes both written and verbal communication.
Employee development – offers feedback, coaches employees appropriately, rewards employees wisely, takes mentoring role, challenges and develops employees and offers opportunity.
Employee management – defines responsibilities, motivates employees, delegates well and rewards appropriately.
Initiative – takes action independently, seeks new opportunities, and strives to see projects to completion.
Innovation – creative, offers new ideas, risk taker and amenable to change.
Interpersonal skills – builds strong relationships, is flexible/adaptable, works well with others, and solicits feedback.
Job knowledge – understands the facets of job, aware of duties and responsibilities, and keeps job knowledge current.
Leadership – provides strong leadership, sets a good example as a skilled decision maker, motivator and encourager.
Problem solving – strives to understand contributing factors, works to resolve complex situations.
Productivity – manages workload, works efficiently, and meets goals and objectives.
Quality – strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services
Self-development – looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals and/or maintains licenses and other pertinent requirements.
Teamwork – accountable to team, works to meet established deliverables, appreciates view of team members, and respectful.
Technical skills – maintains current understanding of technical process/equipment, uses technology to increase performance/productivity; effectively uses online tools and resources.
Skills & abilities:
Intermediate level work experience with microsoft office product suiteHas the ability to easily learn other data systemsExcellent written and verbal communication skills.
Minimum of 2 years of experience in medical/dental employee benefit administration2+ years’ experience in wfm functions (capacity planning, forecasting, scheduling, real-time management) in a multi-channel contact center environment preferred.
Knowledge of nice in contact cx one is a plus.
Ability to write reports, business correspondence, and proceduresAbility to effectively respond to questions from management, co-workers, and clients.
Associate or college degree preferred.
Certificates & licenses
Virtual environment requiring extended sitting and computer work.
Virtual office location.