Posted On: 02-25-2015
Position Title: Manager, Workforce Management
Job Location: Rancho Cordova, CA


Manages scheduling operations of multiple call centers in different locations. Oversees the application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers. Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality. Provides reliable resource capacity, utilization and forecast data. Recommends workforce efficiencies and operational improvements to management. Utilizes work force technology to analyze trends to predict long-term and short-term staffing needs. Works with all levels of management (V.P’s, Directors, Managers, and Supervisors) to assist them in gaining efficiency and productivity in their departments.

Duties include:

  • Manage the work force management operations of multiple call centers
  • Evaluate call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service
  • Lead work force planning strategic planning efforts and make recommendations of work force efficiencies and operational improvements to call center management
  • Monitor call center metrics (service levels, schedule adherence, after call time, talk time, hold times, abandonment rate, website and IVR usage) to assist with forecasting of calls and staffing needs
  • Provide reliable resource capacity, utilization and forecast data.
  • Forecast long-term and short-term staffing needs by utilizing work force technology to analyze trends
  • Manage staff plan and lead monthly staff plan/budget meeting
  • Manages staff including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports; ensures staff is trained and works with department and/or enterprise trainer to develop written training materials and procedures
  • Recommends and implements department policies and procedures
  • Participates in developing and implementing enhancements and new tools and methods within the program
  • Prepares written reports and presentations
  • Manages or completes special projects assigned by the Director



  • A Bachelor’s degree preferred. Equivalent experience may be considered in lieu of degree
  • A minimum of 6 years related experience
  • A minimum of 2 years of supervisory experience
  • Knowledge of workforce scheduling software and applications
  • Strategic thinking/planning skills.  Strong business and financial acumen
  • Strong Organizational/time management skills and multi-tasking abilities.  Detail-oriented; flexible and creative
  • Interpersonal and communications skills to work effectively with all levels of staff
  • Understanding of contact center staffing concepts and applications
  • Relationship Building.  Talent Development.  Problem Solving and Decision Making
  • Must be PC literate; MSOffice skills (Word, Excel, PowerPoint) with strong excel skills
  • Ability to clearly present written information and findings.  The ability to understand and follow work rules and procedures
  • The ability to effectively communicate information to all departments.  The ability to work well with all levels of employees and outside contacts


SALARY:                                              To be determined

BENEFITS:                                           Excellent benefits package



Recruitment and Selection, Delta Dental of California, 11155 International Drive, Rancho Cordova, CA  95670





*Please reference job number IRC45821, and let us know how you heard of the job


In connection with your application for employment with Delta Dental of California and its’ related companies, please note that any offer of employment made to any applicant will be contingent upon the satisfactory results of a background check.  Such background check may include, but is not limited to, an investigation of credit worthiness, a check of references, employment and education verification, a check of criminal records and/or any other investigations as permitted by law.