Posted On: 9-1-2016
Position Title: Club Services – Workforce Manager
Job Location: Indianapolis, IN
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Requisition Number 15-0501
Post Date 8/24/2016
Title Club Services – Workforce Manager
Position Type Full Time
Work Hours CLUB SVS 8:00a-4:45p (Days)
City Indianapolis
State IN
Description Workforce Manager needed to supervise the workforce management team and oversee the volume demand forecast modeling and daily performance in a multi-skill/channel based, dynamic contact center environment. Day-to-day activities will include labor modeling and capacity planning for a 180-seat customer service contact center.
The Workforce Manager will be responsible for overseeing staffing models for the call center, including short-term and long-term staffing requirements, call volume forecasting, scheduling, and real-time management.
The position assists contact center operations in 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.
Requirements REQUIREMENTS:
* Bachelor degree preferred; high school diploma or equivalent (G.E.D.) required
* Six to eight years related experience in call center operations, volumes management, and/or forecasting, capacity planning, scheduling, or real-time management
* Strong analytical skills with understanding of call center metrics, i.e. availability, occupancy, adherence
o Must be able 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/multi-skill environment – Verint WFO, a plus
* Strong knowledge of call center software (CMS, ICM, TCS) – Avaya IQ, a plus
* Advanced level knowledge of MS Excel, MS Access, and other database applications
* Demonstrated strong project management, documentation, and organizational skills
* Keen attention to detail a MUST
* Ability to 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 and using time management skills; well-developed sense of urgency and follow through
* Works under general supervision in a fast-paced, team oriented environment; must be able to rapidly and effectively adapt to highly dynamic and aggressive work environment
* Quick study with ability to 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 with personal integrity beyond reproach; must be comfortable with confidential tasks and business decisions