Dir - Workforce Management in Clearwater, FL at PODS

Date Posted: 8/25/2021

Job Snapshot

Job Description

JOB SUMMARY

The Director of Workforce Management applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making. This role leads a team that is responsible for assessing organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, change management, and constantly rethinks routine. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Forecasting and Scheduling:

  • Responsible for forecasting call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume. 
  • Manages team which schedules agent shifts; moderates use of Paid Time Off, leaves of absence and communicates as appropriate.
  • Monitors real time contact volume both call and chat support and associated service levels and staffing requirements.
  • Trends real time call arrival patterns and adjusts staffing accordingly.
  • Identify call routing anomalies using real time monitoring applications.
  • Analyze real time SSC performance for same day staffing adjustments and call routing re-alignments.
  • Identifies real time call volume interruptions and system outages that impact SSC performance.
  • Escalates SSC interruptions to appropriate business continuity leaders in a timely fashion.
  • Maintain current and accurate agent skill set inventory and schedule training
     as required.

Compliance Management:

  • Ensures that SSC is aware of legal requirements and that work processes are adapted to meet those requirements.
  • Manages schedule adherence reporting and agent feedback process 
  • Meet all KPI
  • Other Duties as assigned.

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.   Direct supervisor job title(s) typically include: SVP - Sales and Service Center Operations
  • Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).  Job title example(s) of employees directly supervised: Mgr - Workforce Mgmt, Supervisor - Workforce Mgmt, Analyst – Workforce Mgmt; Coordinator, Workforce Mgmt; Generalist, Workforce Mgmt

Job Requirements

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

  • Customer Focus:  Providing service excellence to internal and/or external customers.
  • Results Orientation: Focusing efforts on achieving high quality results consistent with the organization’s standards.
  • Teamwork / Collaboration: Working collaboratively with others to achieve organizational goals.
  • Character:  Displays honesty, integrity, makes sound decisions, advances diversity, creates an inclusive environment and encourages open dialogue about differences in perspective.
  • Eye for Talent Development: Selects noticeably better talent & develops them to full potential, empowers employees to do their best work, energizes employees, rewards performance, makes “tough calls” on performance issues in timely and fair manner 
  • High Standards:  Follows up on procedures, ensures high quality output, takes action to solve quality problems or notify quality issues as appropriate.
  • Strategic Thinking:  Seeing and synthesizing different sides of an issue, examining the full range of options and outcomes, and building intellectual frameworks to guide analysis and action.

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor’s Degree Preferred, or an equivalent combination of education and experience may be considered
  • 10 years of overall experience in call center technology and operations
  • 5 – 7 yrs scheduling experience
  • 7+ years of supervisory or managerial experience
  • Knowledge of Five9, Verint Desired
  • Advanced experience utilizing Workforce Mgmt experience
  • Project management experience required
  • Possess strong analytical skills to perform required duties

Or an equivalent combination of education, training or experience

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