The Manager, Global Workforce Controls, oversees our client global Command Center (ECC) team and responsible for oversight and management of Real-Time and Scheduling Analysts. Some key responsibilities of our client Command Center include: ensure call center schedules align with contact patterns, monitor and report of staffing and skilling impacts (both over/under) of both internal employees and vendors, other key performance indicators for our client’s Global Customer Service contact center operations. You will be responsible for driving service level performance, reporting on the effectiveness of staffing and skilling models, and providing recommendations to our clients leadership and key partners to improve contact center performance.
Primary Activities and Responsibilities
Ensure ECC Real-Time Analysts are effectively performing real-time monitoring of critical business operations and performance indicators at interval level: call volumes, average handle times, queue time, call center agent availability, call center service level adherence.
Build and maintain global real time monitoring and contact center performance standards for processes of the our clients Command Center. Measure the effectiveness of this process.
Ensure ECC Scheduling Analysts are effectively performing to ensure: mid-term planning of service level gains/losses as a result of current scheduling, periodic review to optimize scheduling to align with contact patterns, completing short-term reforecasting to account for variances in trend and scheduling requests to ensure clear account of resources.
Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines
Monitors world events for crisis situations that may impact the business. Gather information on these events, run impact reports, and create communications to inform the business of these events.
Conduct trend analysis of service level performance and business activities to anticipate and recommend changes in daily and long term strategy to key stakeholders.
Partner with Global Workforce Planning team to ensure planned staffing and call routing strategies are implemented, and recommend changes to improve the planning processes based on actual performance results.
Work closely with Partners to align resourcing delivery and scheduling optimization
Responsible for hiring of new staff, performance management and professional development and growth.
Ability to accommodate varying work patterns based on business and operational needs.
Required Knowledge and Experience:
Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements.
3 plus years’ experience using a Workforce Management system (preferably Aspect WFM suite of applications), especially within the context of managing real time service level performance
Strong understanding of contact center operations and workforce management concepts, including experience with outsourced contact centers (BPO) and contact center processes
Solutions-oriented individual who understands how to effectively manage multiple teams in different geographic locations.
Proven experience leading cross-functional teams in high-volume, fast-paced environments with high degrees of change.
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from different backgrounds
Ability to effectively handle multiple, simultaneous projects, problems or tasks with critical deadlines and produce quality results
Ability to collaborate and influence (managers and above)
Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems.
Core Competencies:
Drive for results
Analytical Problem Solving and Decision Making
Technical/Functional Skills
Effective Written & Spoken Communication
Organizational Effectiveness
Build and Maintain Teams
