Posted On: 2-17-2015
Position Title: Manager Workforce Management
Job Location: Virtual
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About BCD Travel

BCD Travel helps companies make the most of what they spend on travel. For travelers, this means keeping them safe and productive, and equipping them to make good choices on the road. For travel and procurement managers, it means advising them on how to grow the value of their travel program. For executives, we ensure that the travel program supports company objectives. In short, we help our clients travel smart and achieve more. We make this happen in nearly 100 countries with 11,000 creative, committed and experienced people. And it’s how we maintain an industry-leading client-retention rate of more than 95%, with 2013 sales of US$22.4 billion.

Job Description: Manager Workforce Management

Job Summary

This key position is responsible for providing management support, supervision, and coaching of the Workforce Management Team on ways to successfully interpret and react to the performance of multiple channels in multiple contact centers throughout the day in order to help maximize resource utilization while driving efficiencies and ensuring service level objectives are met.

This position will also provide project and post-project data gathering and analysis, and field operations consulting for Contact Center technology initiatives at the individual account, regional, and divisional level. Responsibilities include implementation support, analyzing and proposing actions that will improve Contact Center technology performance and optimization, and documenting return on investment.

Typical projects may include (but not limited to):

  • Workforce Management development, implementation, and post-project follow up
  • Major process changes that impact Workforce Management and/or Contact Center technologies use
  • New business implementations
  • Unique client requirements design and consulting

Duties and Responsibilities May Include

  • Lead or support various Contact Center improvement initiatives and other special projects designed to improve effectiveness and efficiency in the operation
  • Engage appropriate account, divisional, or enterprise resources to ensure project requirements are met
  • Schedule and/or participate in all meetings and conference calls related to each project
  • Construct data analysis to support decision making and recommendations
  • Create project work plans and result action plans. Ensure progress is made in line with project timelines
  • Deliver successful project outcomes and yield results established in project objectives
  • Review business initiatives from an unbiased position
  • Serve as a process and/or product subject matter expert as necessary
  • Document and share contact center initiative returns on investment
  • Identify best practices in the customer experience and in contact center efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices
  • Provide internal / external customers with insights based on business research and analysis
  • Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in the industry (our competitive edge), and our internal organization and culture.
  • Facilitate effective communication as required for successful project completion
  • Monitor and track the status of each initiative, engage appropriate local resources, and escalate as needed to ensure initiative success
  • Successfully build and maintain strong relationships at all levels of the organization
  • Responsible for providing proper staffing levels to meet or exceed contracted service levels
  • Acts as the point person for the daily operations of assigned employees and accounts
  • Supervises the daily performance of direct reports, ensuring high levels of quality, productivity, customer service, and the meeting/exceeding of contractual obligations
  • Provides insights and recommendations to the forecasting process to ensure business assumptions are properly accounted and that the current model accurately reflects the business environment.
  • Interfaces closely with Operations partners to understand and document business drivers
  • Anticipates the staffing and scheduling needs for multiple contact centers to meet business changes including new business, technology implementation, and process improvements
  • Recommends process improvement plans, training and other business initiatives and strategies to ensure proper staffing and scheduling to meet the needs of the associates, business, and customers.
  • Works with key business partners (IS, IT, Telecom etc.) to conduct root cause analysis on technical issues impacting performance and communicate findings and resolution to Contact Center Operations teams
  • Provides “what-if” analysis and recommendations to improve staffing levels and efficiency, working with Contact Center Consulting to determine best skilling mix and allocations
  • Studies department work, vacation and absence records (shrinkage) for on-going historical trend analysis and forecasting purposes.
  • Prepares, analyzes and ensures that all reports originating from the department are accurate and reliable
  • Helps with the integration and implementation of new call center technologies
  • Assists during new account sales process by producing staffing projections, assisting with call center education and tours
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Transferable Skills

  • Excellent oral and written communication skills
  • Excellent interpersonal skills
  • Ability to manage multiple tasks simultaneously
  • Project management and/or implementation experience
  • Excellent presentation and interpersonal skills, with the ability to lead a team of non-direct reports
  • Self-directed and self-motivated
  • Excellent organization skills with demonstrated follow-through on goals, plans and projects
  • Ability to apply technology as an enabler to process improvement
  • Ability to think both tactically and strategically
  • Ability to assimilate many viewpoints and information to get to the root cause, key requirement or customer need
  • Ability to approach difficult situations factually and without emotion
  • Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
  • Ability to lead – setting direction, developing teamwork and collaboration, and achieving results through others
  • Integrity, objectivity and independence, strong attention to detail
  • Capable of problem solving – anticipating, analyzing, and resolving issues at both a strategic and functional level


  • Bachelor’s Degree
  • Minimum of four to six (4-6) years of experience forecasting in a mutli-channel call center environment
  • Minimum of four to six (4-6) years of experience in trend analysis
  • Spreadsheets with advanced formula application and database software (e.g. Excel and Access) experience required
  • Advanced knowledge of call center management and all related calculations
  • Strong knowledge in Automatic Call Distribution (ACD) technology and experience with WFM forecasting / scheduling software


Field of Interest Category: Products


Scheduled Work Hours: 40

Percent of Travel: 1-25%

Relocation: No

Language(s) Required: