Manages the day-to-day operation of the Workforce Management Planning team

• Manages the day-to-day operation of the Workforce Management Planning team
• Maintains service levels while keeping overtime costs to a minimum
• Creates policies and procedures to standardize specific Workforce management functions
• Provides support to other members of management, as needed.
• Co-Leads workforce forecasting, scheduling, and load balancing for call activities at site, optimizing service, and quality levels while ensuring most efficient use of resources.
• Develops, implements, maintains, and communicates the site work schedule
• Develops and maintains schedule for all transaction based work (e.g., calls, correspondence, training, meetings, etc.)
• Analyzes call volume patterns to manage work shifts, lunches, and breaks
• Adjusts workforce requirements based on changing/dynamic forecasts; reforecast when necessary
• Collaborates with supervisors to identify and track both planned and unplanned absences
• Ensures schedules are generated on a regular basis that coincide with the forecast
• Manages and analyzes operational and workforce data to review and reforecast requirements
• Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions
• Identifies call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis
• Establishes and maintains communication channels regarding events that impact call volumes
• Collaborates with key business partners and staff to identify opportunities for improvement of resource utilization and service levels
• Advises Operations Managers and Supervisors regarding balancing work volume
• Advises Site Director/Manager regarding forecasting/planning based on actual experience and trend analyses
• Partners with staff and leadership (e.g., Site Directors, Operations Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g., consolidate queues, change phone hours)
• Analyzes, develops action plan, and resolves service delivery and/or service level issues
• Manages all scheduling-related communications to the site
• Creates and maintains real time, historic and custom reports relevant to real-time monitoring, scheduling and forecasting
• Manages administration of workforce scheduling area
• Develops and maintains business continuation/disaster recovery plans for site as it relates to call routing.
• Manages workforce Real-time Supervisors
• Participates in hiring workforce related manpower requirements 
• Manages the team to obtain desired performance
• Provide formal and informal performance feedback on an ongoing basis

• EDUCATION/EXPERIENCE:

  • Bachelor’s Degree in Mathematics or related field or equivalent experience, and
  • 10+ years of Workforce Management experience
  • 5+ years of Supervisory/ Management experience
  • Multi-site and Multi-skill call center experience is a must and non-negotiable.
  • Previous large (~2500 seat) call center experience
  • Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
  • Forecasting, Scheduling and Intraday management experience
  • BPO experience in Workforce Management, Operations or Client Services, preferred.

   QUALIFICATIONS/SKILLS:

  • Ability to support the Mission and Core Values of IBEX Global Solutions.
  • Familiar with a variety of the field's concepts, practices, and procedures.
  • Must possess very strong analytical skills.
  • Must possess an in-depth understanding of call center metrics and mathematics
  • Ability to successfully interact with internal Operations and clients from VP level to associates
  • Experienced and effective in conflict resolution and relationship management.
  • Highly developed interpersonal, verbal and written communication skills, including outstanding presentation skills.
  • Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
  • Must possess a positive, solution-oriented and customer-focused attitude.
  • Ability to interact with all levels of personnel in a diverse workforce.
  • Strong technical aptitude and expertise (Excel, Word, PowerPoint, Learning Management Systems).

  Special Skills Requirements

  • Four year college degree preferred.
  • Leadership and people management skills
  • Strong written and verbal communication skills
  • Demonstrated analytical and organizational skills

  WORKING CONDITIONS:
  
  

  This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time.

  While the schedule is generally Monday through Friday, candidates must be able to work between the hours of 5:00 am – 10:30 pm, five days a week. This position requires up to 50% travel.