WORKFORCE MANAGEMENT MANAGER OPENING

My client has a need for a Workforce Management Manager for their office in Southfield, MI.  This is a perm position pay $75,000 plus full benefits.  Would like to start interviewing at the end of this week.  Job description is listed below.  Please pass this on to anyone who would have interest in this poistion.  Resumes can be e-mailed to me at nsmith@hrsus.com .

Manager, Workforce Management

This is a workforce role, chiefly responsible for managing all workforce and reporting activities required to support a large multi-program contact centre. Provides leadership and supervision to direct reports; ensuring consistency and quality of work effort. This position manages all activities related to long and short range forecasting and planning, agent scheduling, as well as real time intra-day functions. This position also manages activities related to reporting for both client and operations. On a continuous basis, this individual analyzes and reports on the most efficient and cost-effective staffing and scheduling strategies required to deliver cost-effective solutions according to pre-determined performance metrics. Directs reports include Workforce Real-time Team Leader and Workforce Forecasting and Scheduling & Reporting Analysts.

Specific Responsibilities:

• Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration withNational Command Centre


• Maintains working relationships with key Operations and Client Services personnel for respective sites


• Represents workforce management and reporting functions at Monthly and Quarterly Client Review Committee meetings


• Analyzes reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency


• Liaises with Operations to deliver effective staffing and scheduling strategies for business units


• Validates inputs/outputs of workforce management tool(s) and direct reports as required to insure effective and efficient staffing/scheduling within the respective sites/business units


• Proactively provides workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies


• Monitor and review processes, inputs and outputs for process improvement recommendations and changes


• Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units


• Validate forecast and staff planning against actual and budget


• Assist the Director of Workforce Management in strategic planning and scheduling strategies for business units


• Manage/develop performance of direct reports including coaching and performance reviews


• Provides input for Business Units budget and validates actual forecast


• Provide recommendations and analyses for new business opportunities

Specific Qualifications:

• University or College course completion or equivalent experience


• Minimum 5 years in a workforce management function in a complex Call Center environment


• Minimum 3 years of management experience


• Knowledge of risk analysis and use of analytical techniques

Knowledge of Workforce management systems and  

• processes required


• In depth Knowledge of all phases of Workforce Management, including Planning, Forecasting, Scheduling and Real Time Intra-day functions


• Excellent knowledge of call center principles and call center performance metrics / reporting.

Thank you!

Nicole Smith

Recruiter and Sales Expert at Harvard Resource Solutions

www.hrsus.com

nsmith@hrsus.com