Posted On: 03-23-2018
Position Title: Workforce Optimization Manager
Job Location: Auburn Hills, Michigan
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Role Summary:

The Manager, Workforce Optimization is responsible for providing industry-leading thought leadership to help Servicing Operations business owners meet their strategic and tactical customer service and operations objectives. This individual will build and lead a highly skilled team of workforce management professionals who will analyze and forecast interaction volumes, identify relevant customer and business trends, determine staff requirements, develop schedules, and monitor real-time performance to optimize front-line employee productivity and engagement and enhance the customer experience. The Manager will also develop forward looking department strategies to improve performance, and will manage all related systems and third party vendors associated with contact center operations.

Role Responsibilities:

  • Analyzes, monitors and reports on all staffing assumptions (including but not limited to contact volume, headcount requirements, shrinkage, attrition, department KPI’s, and forecast models) and provides recommendations to Servicing Operations leadership
  • Develops key performance indicators, statistical modeling, cost optimization analysis, and reporting mechanisms to measure operating standards and facilitate effective decisions
  • Oversees adherence and shrinkage governance, new-hire onboarding, staffing optimization, attrition and retention
  • Monitors intra-day service center performance to ensure consistency in meeting performance objectives
  • Ensures service levels and productivity goals are met
  • Manages the performance of Workforce Analysts and supporting staff
  • Coaches and leads direct reports to create and maintain a culture of employee engagement
  • Oversees telephony IVR software platform and contact/agent skill based routing
  • Keeps abreast of all upcoming initiatives and activities that will impact contact volume such as training, holidays, marketing campaigns and customer notification
  • Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs
  • Manages or participates in projects including new business onboarding and implementation of new/enhanced contact center technologies
  • Maintains industry certifications, networking and continuing education activities to stay current on emerging service center technology, telephony and operating trends
  • Creates and maintains sustainable business continuity and crisis preparedness protocol
  • Other duties as assigned

Specialized Skills (Required):

  • Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
  • Expert level skills in Microsoft Excel
  • Expert level skills in SQL
  • Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement
  • Strong forecast modeling and analytics skills
  • Demonstrated knowledge of call routing process and technology
  • Demonstrated ability to coach to results and improve performance and behavior of direct reports
  • Demonstrated ability to train all workforce concepts to team members of varying experience and ability
  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
  • Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable
  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations

Specialized Skills (Desired):

  • Specific knowledge of Genesys and I3 customer service and workforce management systems
  • Experience with Alcatel and Cisco platforms
  • CWMP Certified

Years of Experience:

  • 7-10 years of leadership experience in workforce management in a complex, multi-site, multi-channel contact center with >500 agents
  • 7-10 years experience with demand forecasting and capacity planning
  • 4+ years experience creating and managing top down and bottoms up budgeting models and/or sales planning models
  • 4+ years experience working with external contact center business partners including managing vendor performance
  • Consumer Finance or automotive finance (desired)


  • Bachelor’s degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.)

Work Flexibility:

  • Ability to work flexible shifts as required (evenings, weekends, and holidays)
    Some travel to other service center locations

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