Posted On: 7-1-2014
Position Title: Director of Workforce Management
Job Location: Salt Lake City, UT
Primary Org Unit: Sales
Reports to: VP Workforce Management
DOT or SS: Not DOT and Not Safety Sensitive
The Workforce Management (WFM) Director manages the people and critical processes that ensure the call center will service customers within the required service level goals and optimize revenue with the most efficient use of Clearlink (CL) resources.
- Responsible for developing, improving, & managing WFM processes such as Forecasting, Scheduling, Real-Time & Intraday Management, and the WFM/Network Control personnel associated with each process.
- Responsible for optimal schedules that includes both strategic and tactical scheduling.
- Responsible for the execution of real-time processes and improvement.
- Responsible for supervising WFM Personnel to include coaching, development, corrective action and performance appraisals.
- Assist VP WFM and/or lead implementation of processes and other WFM & Call Center initiatives.
- Responsible for updating and managing WFM Systems & Models.
- Responsible for development and administration of strategic & tactical call routing strategies.
- Responsible for Staff Groups and Agent Skill Matrices (Skilling) Strategies and assignment.
- Responsible for initiating and maintaining process documentation and continuous improvements.
- Primary contact for IT/Telecom for ACD, Call Routing and WFM System.
- Primary backup of VP of WFM.
Requires a Bachelor’s degree from an accredited college or university. Major in Business, Economics, Statistics is preferred.
In lieu of a degree, must have five 5 plus years of Workforce Management experience is required. Experience in lieu of education is in addition to the experience requirements.
Requires a minimum five to seven years of successful Workforce Management experience in a large multi-site call center environment. Requires a minimum five (5) years of extended supervisory or leadership experience.
Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs):
- Able to demonstrate & understand call center operations.
- Extremely familiar with best practice processes and technological Workforce Management tools
- Excellent relationship management and mediation skills; must have the ability to weigh multiple stakeholder perspectives and drive timely and effective decision making
- Proven track record in demonstrating the leadership & influence skills required to engage and motivate teams (both direct reports and key resources). Must make excellent decisions and enforce company policies in accordance with applicable regulations and procedures
- Strong analytical skills
- Able to demonstrate experience in workforce management and network routing technologies (i.e. ACDs, WFM systems, etc.).
- Must be very proficient in Microsoft Office; specifically an ability to demonstrate and apply advanced Microsoft Office Excel and modeling skills.
- Able to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities.
- Able to work with and communicate workforce management strategies with Sales operational leadership in an effort to drive performance towards common goals and objectives.
- Able to demonstrate and apply excellent analytical, organizational, and time management skills.
- Able to achieve quality work under deadline pressure.
- Able to learn and apply new knowledge and skills quickly.
- Able to demonstrate and apply excellent negotiating and consensus building skills.
- Must be detailed-oriented and possess the ability to follow through on assignments.
- Able to manage a diverse range of projects simultaneously in a rapidly changing environment.
- Able to solve problems guided only by general organization objectives, policies, and goals.
- Able to work comfortably and communicate with all levels of management and leadership.
- Able to adapt quickly to changing demands and to work effectively in a rapidly changing environment.
- Must be able to manage multiple projects and processes.
- Must be a self-starter with the ability to work effectively with little day-to-day supervision or direction.
- Able to communicate orally in a clear manner.
- Able to operate a personal computer, either desktop or laptop and to operate office equipment, including telephone, photocopier, fax machine, scanner, etc.
- Able to view a personal computer monitor or laptop screen for extended periods of time.
- Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move.
- Able to work indoors, in an office environment, regardless of whether cubicle, open office or private office.
- Able to work in a fast paced environment with high daily pressure to meet deadlines.
- Able to work a varied schedule, including occasional overtime to complete projects and meet deadlines in response to changing demands.
- Able to travel occasionally and stay overnight as required.