Workforce Manager – Indianapolis, IN – Society of Workforce Planning Professionals

Posted On: 4-3-2015
Position Title: Workforce Manager
Job Location: Indianapolis, IN
Contact: Kimberly.Henderson@bluegreenvacations.com

Job Description – Leadership
Position Title:	Workforce Manager
Reports to:	Sr Director of Performance Optimization
Location/Department:	Club Services, Indianapolis
Date Prepared:	3/2015	FLSA Status:	Exempt

Purpose

Summary:

This position supervises the workforce management team by overseeing the volume demand forecast modeling and daily performance in a multi-skill/channel based, dynamic contact center environment. The day to day activities will include labor modeling and capacity planning supporting the Club Services division for Bluegreen Vacation Club. The position has responsibility for overseeing staffing models for the call center department including short term and long term staffing requirements, call volume forecasting, along with scheduling and real-time management. The position assists the contact center operations with making strategic decisions on new hire class FTE needs as well as analysis and decision making on all load factor attributes that support optimum contact center service levels for inbound and outbound call traffic.

Specific Duties, Activities and Responsibilities

Essential Job Functions – Responsibilities include, but are not limited to:
Employee Management – oversee the development and growth of supervisors and analysts into a highly responsive group by ensuring routine and effective coaching, counseling, and communication within the teams (i.e., providing review and education on performance at individual levels); oversee the establishment of clear goals, objectives and performance standards, and ensure they are communicated across all levels within department.
Forecasting and Analysis – manage the creation, accuracy and labor effectiveness of all staffing forecasts, capacity planning and schedules.
Responsible for assisting Director with annual contact center labor budget and long-term forecasting models.
Processes Improvement – recommend and support process improvement opportunities to optimize staffing requirements and minimize variable labor expenditures.
Leading and Influencing – lead all capacity planning meetings with contact center Managers and Directors and help to influence variable labor staffing decisions.
Technology & Program Management – provide leadership to the WFM team in partnership with the telecom department regarding call routing, menu scripting and hours of operations, changes to menu options, addition of new call types and/or modifications to verbal scripting, outstanding technical issues, etc.
Lead the coordination of various outbound dialer campaigns in compliance to staffing capacity.
Serve as WFM project support during the implementation of new technology and conduct ongoing evaluations of relevant technology benefits and applications.
Manage the coordination of WFM disaster recovery planning and reaction strategies
Generation and maintenance of robust and high quality historical call data, with clear documentation of past events/trends. Writing data queries, performing data mining, facilitating project work, staff and call volume modeling.
Presenting data that tells a story – routinely and consistently provide valuable business insights and proactive options, recommendations for business to meet service level goals. Accuracy of data and its interpretation a must!
Generate and distribute daily dashboard performance metrics to department leaders with insight and recommendations by department.
Perform “what if” scenarios with variable demand, staffing, and performance assumptions to collaborate with key stakeholders on staffing needs, ideas for improving or changes in business models.

General Statement – Performs the job assigned complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

1 – Minimum Formal Education:

* High School diploma or equivalent (G.E.D.); Bachelors Degree preferred or equivalent work experience

2 – Minimum Experience:

* Minimum 6-8 years related experience in call center operations, volumes management, and / or forecasting, capacity planning, scheduling or real time management.

3 – Essential Training, Knowledge, Licenses and /or Certifications:

* Strong analytical skills with understanding of call center metrics, i.e. availability, occupancy, adherence (including ability to analyze data and communicate trending and other performance-based conclusions).

* Experience in management of forecasting, capacity planning, statistical modeling, and scheduling software such as Blue Pumpkin, IEX, and TCS in a multi-site/skill environment. Verint WFO a big plus!

* Strong knowledge of call center software (CMS, ICM, TCS). Avaya IQ a big plus!

* Advanced level knowledge of MS Excel, MS Access and other Database applications

* Demonstrated strong project management, documentation and organizational skills

4 – Essential Professional Skills/Competencies:

* Keen attention to detail a MUST; meet or exceed targets for accuracy and timeliness of initiative reporting

* Superior quantitative and analytical skills with demonstrated ability to structure and perform analysis; strong skills in financial reconciliation

* Performs a variety of specific responsibilities by multi-tasking, using time management skills; well developed sense of urgency and follow through

* Works under general supervision in a fast-paced, team oriented environment; ability to rapidly and effectively adapt to highly dynamic and aggressive work environment

* Quick study who can adapt readily and easily to changes in priorities and business conditions; ability to learn quickly and apply new technology

* Proven decision making and problem solving expertise, along with conflict resolution management and negotiation skills

* Demonstrated strong communication (written and verbal) and interpersonal skills

* Professional and personal integrity beyond reproach; must be comfortable with confidential tasks and business decisions

5 – Working Conditions

Business Requirements

Shift:

Regular Hours

On Call

Weekend

Travel:

None

Up to 25%

25% to 50%

Over 50%

Environmental Exposure, if applicable:

Noise

Dust

Humidity

Heat

Chemicals

Gas Inhalation

Weather Conditions

Other not listed, please specify:

Job Requirements (continued)

Required Physical Activities to Perform the Job:Please Indicate Frequency: N – Never R – Rarely O – Occasionally F – Frequently C – Constantly

Sitting

Standing

Reaching

Stooping

Bending

Kneeling

Walking

Manual Dexterity

Pulling, please indicate frequency: R

Please specify the weight amount:

Light up to 10 lbs.

Moderate up to 25 lbs.

Heavy up to 50 lbs.

Pushing, please indicate frequency:

Please specify the weight amount:

Light up to 10 lbs.

Moderate up to 25 lbs.

Heavy up to 50 lbs.

Lifting, please indicate frequency: R

Please specify the weight amount:

Light up to 10 lbs.

Moderate up to 25 lbs.

Heavy up to 50 lbs.

Performance Accountability

* Forecast accuracy for each skill/queue within target

* KPI’s for center: ASA and Abd % to target

* Agent work occupancy to target

* Alignment of agent payroll to budget (base, OT, VTO)

Leadership Factors
Factor	Description
Associate Relationships and Development	Is interested in the associate’s work and professional development. Asks about their plans, problems, and desires, knows about their concerns and questions; makes training available to enhance career opportunities; asks about associate’s career aspirations; is approachable and available to associates; practices open door management; accurately completes and delivers performance appraisals in a timely manner; monitors workloads; provides immediate performance feedback (including appreciation of extra effort); completes disciplinary write-ups when appropriate
Critical Thinking	Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answer.
Innovation and Change	Takes the initiative to introduce new viewpoints and courses of action to address business problems; views change as a necessary part of today’s business; values the ability to facilitate and support change as one of their primary responsibilities; understand that change will occur, expect it and effortlessly perform during and after the change.
Integrity/Ethics	Ensures self and team complies with all aspects of the Code of Business Conduct and Ethics. Instills mutual trust and confidence; creates a culture that fosters high standards of ethics; adheres to established policies and practices; behaves in a fair and ethical manner towards others, and demonstrates a sense of responsibility and commitment to the organization.
Leadership Qualities	Understands responsibility of being a part of the Bluegreen Division/Department management team. Serves as a role model in qualities of organization development, managing transitions, strategic planning, developing and supporting company vision, plans for the future, mastering change and creating a healthy workplace for all associates to grow and develop.
Management Effectiveness	Exercises the ability to take charge and make decisions; selects, directs and coordinates activities of others so that they do better work; assume more responsibility, and are prepared for future job opportunities; evaluates and measures the effectiveness of processes and work flow for optimum efficacy and results. Communicates business goals; communicates effectively and regularly.
Performance Standards	Clearly assigns team members responsible for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work processes.
Planning and Organizing	Accurately scopes out length and difficulty of tasks and projects; sets objective and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Can obtain resources (people, funding, material, support) to get things done; can multitask activities.

General Competency Factors
Factor	Description
Communications	Writes and speaks effectively, using proper communication techniques for the situation; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind own opinions; ask others for their opinions and feedback; asks questions to ensure understanding; exercises a professional approach with others using all appropriate tools of communication; uses consideration and tact when offering opinions. Able to express ideas and transmit information clearly in writing.
Customer Service	Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dependability	Conscientious, responsible, and reliable with respect to work completion, schedules and deadlines, as well as attendance; demonstrates ability to adjust to changing job requirements and/or volume of work; uses resources, including time, effectively and efficiently; learns and uses technology and equipment to improve productivity.
Initiative	Identifies what needs to be done and takes action; keeps current with new work methods, skills, and technologies related to job/profess; willingly accepts additional assignments; takes appropriate action in face of obstacles; takes ownership for self-development and learning.
Integrity and Ethics	Demonstrates commitment to Bluegreen/Division/Department vision, mission and core values; participates in Bluegreen/Division/Department initiatives; takes action consistent with core values even when others don’t; follows company/division/department policies, standards and procedures; follows through on commitments and agreements; holds self accountable for mistakes.
Interpersonal Skills	Develops and fosters professional relationships; builds rapport with others; approaches others about sensitive issues in non-threatening ways; listens to and acknowledges other ideas and concerns, even when holding a different opinion; regulates own emotions, thoughts and feelings. Is open to giving and receiving feedback.
Job Knowledge	Demonstrates knowledge of techniques, skills, equipment, procedures and materials applicable to their position. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
Quality of Work	Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work relative to the position.
Quantity of Work	Produces an appropriate quantity of work; does not get bogged down in unnecessary detail; able to manage multiple projects; able to determine project urgency in a meaningful and practical way; organizes and schedules people and or tasks.

Required Signatures

Associate Signature	Date

Manager Signature	Date