• Manages a team of Schedule Desk and Real Time Operations analyst that support multiple LoB across multiple sites.

• Conducts analysis and recommends solutions to real time performance issues with the operational business units.

• Ensures all required WFM data is tracked and trended on a continuous basis.

• Interfaces with Executive Leadership as needed for escalation of service impacting issues.

• Manages the staff schedules and responsibilities of Workforce Management team.

• Meets department budget goals by controlling costs for equipment and personnel.

• Responsible for performance appraisals of all direct reports.

• Establishes performance objectives for direct reports

• Coaches and develops a high performance team through organizational leadership

• Demonstrates sound judgment and fairness when administering policies and procedures

• Ensures team accurately tracks and manages call center schedule adherence

• Monitors absenteeism levels and works with Management and HR on attendance management initiatives

• Prepares daily/weekly/monthly reports and distribute to the Management team

• Builds effective working relationships with internal departments

• Works with Senior Management team on initiatives to support new business growth and overall operations

• Assist with special projects and other duties as assigned

Knowledge, Skills & Abilities
Required:

• Excellent knowledge of Workforce Management applications, technologies and key performance indicators

• Expert knowledge and understanding of workforce planning programs and principles

• Thorough understanding of Aspect, Avaya and IEX
  Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions

• Advanced abilities in using Microsoft Office (especially MS Excel).

• High degree of verbal and written communication skills, rational persuasion and negotiating aptitude, and the ability to effectively and concisely present information at all levels of the organization

• Strong analytical abilities to provide strategies based on historical and current data
  The ability to work with management teams to ensure clear goals regarding service level agreements

• Proven ability to manage people, processes, and technology

• Experience in developing a workforce team in a call center site, while meeting and/or exceeding all operational and financial objectives

• Solid financial and quantitative skills with a proven track record for delivering high quality results

• Demonstrated management leadership skills – i.e., ability to build high performance teams, motivate and influence employees to exceed performance initiatives, and posses an understanding of the business and financial elements of a large operation

• Demonstrated ability to manage multiple projects leading technical and development teams, and working with peers in a cross-functional setting

• Demonstrated success managing new initiatives while meeting operating and budgetary requirements

• Ability to react quickly and take advantage of changing business conditions in real-time

• Highly motivated, creative, self-sufficient and able to operate effectively without close supervision

• Passion for excellence, strong work ethic and solutions-oriented

Education, Work Experience, Licenses & Certifications
Required:

• High School Diploma or equivalent

• 2-3 years previous Workforce Management/Analyst experience

Preferred:
Associates/Bachelors Degree in Business Management, Finance or similar field

• 3-5 years previous call center experience required (multi-cite call center environment

• 2-3 years previous IEX TotalView system administration/end-user experience