HIRING WORKFORCE MANAGEMENT MANAGER

WORKFORCE MANAGEMENT MANAGER

Location: Farmington, MI

Pay: $75K - $80K (Depending on experience)

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 with National 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. Prefer someone who has experience in the automotive industry.

E-mail resumes to nsmith@hrsus.com.  Please pass this on to anyone that is looking and would be a great fit for this opportunity.  Contact me at 248-498-5078 with questions.

Thank you!

Nicole Smith

Recruiter at Harvard Resource Solutions