ATL311 Workforce Management Manager Salary commensurate with experience Job Description If you love dynamic, challenging projects that focus on excellence supporting the unique needs of The City of Atlanta-311 Call Center-The City of Atlanta has a fantastic opportunity for you! Bring your expertise and collaborative skills to make an impact in the lives of our team members and business partners.
The Workforce Management Manager position will be responsible for leading the Workforce Management team in real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, escalations, and email volume. The position will have high visibility to all the operations teams.
This position requires the ability to lead in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as a leader to the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department is vital.
You will lead a team that works closely with Atlanta 311 leadership team and other business partners to deliver quality services to our City of Atlanta citizens and communities.
In this role, you will be responsible for the following: - Tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
- Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
- Accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet operational and business objectives.
- Demonstrate Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently.
- Advanced skills using Microsoft Excel as well as workforce management software, such as NICE IEX, or Calabrio in a business environment.
- Ability to prioritize and meet tight deadlines.
- Analytical with attention to detail
- Proactively identify risks, and opportunities around business performance.
- Realign resources to optimize coverage and service based on skill set and priority.
- Communicate with front-line leaders to ensure they have the data needed to address staffing needs.
- Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership, and a responsibility for the execution of operational excellence; engage in the selection and hiring process as needed.
- Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations.
- Oversee the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals.
- Oversee delivery of contact center and operations performance reports as well as ad hoc reporting, including preparation of employee incentives.
- Manage workforce forecasting for call center operations.
- Analyze historical data to identify business optimization opportunities (e. g. consolidate queues, change hours).
- Ensure integrity of data in the current tools and future Workforce Management system.
- Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
- Identifying opportunities to further optimize workforce, including assisting in the development and implementation of call routing strategies associated with call distribution and routing.
- Support special projects by monitoring, analyzing, and reporting on key performance indicators.
- Other responsibilities as judgment or necessity dictate.
To be successful in this role, you will have:- Bachelor’s degree in Business Administration, Data Analytics, quantitative discipline or a combination of 5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
- Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
- Experience with Workforce Management software - (forecasting, scheduling, performance tracking, and e.g., Calabrio, NICE-IEX, Genesys, Verint) required.
- Experience implementing new systems, new technology features or versions and processes.
- Experience in Contact Center Management and Service systems knowledge.
- Proficient working with Advanced Excel and other analytics tools with a preference for Power BI.
- Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
- Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
- Skilled in problem-solving, critical thinking and decision-making.
- Highly skilled in coaching, developing a WFM team.
