Workforce Manager in San Antonio, TX at Volt

Date Posted: 11/5/2018

Job Snapshot

Job Description

At Volt, we connect people with great jobs. We are an international provider of staffing services and outsourcing solutions, providing our client organizations with the talent they need to achieve their business goals.

We are looking for a Call Center Workforce Manager to join our operations team based in San Antonio, TX.

About the role:

The Workforce Manager is responsible for overall management and direction of the workforce team for San Antonio, TX and Las Cruces, NM. The position ensures client goals are met by analyzing work volume variances to forecast and provides direction to adjust the scheduling/staffing levels accordingly. The Workforce Manager monitors service levels and directs real-time forecasting to meet service levels. The position provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.

Key responsibilities include:

  • Manages a team of real-time analysts and schedulers across all programs and across both sites.
  • Analyzes past volume and staffing patterns and initiates changes as necessary to ensure service expectations are met.
  • Conducts analyses and recommends solutions to real time performance issues with the operational business units.
  • Validates forecasting and staff planning and communicates with Program Managers.
  • Ensures all required WFM data is tracked and trended on an accurate and consistent basis.
  • Interfaces with Program Managers/Director as needed for escalation of service impacting issues.
  • Interfaces with client regarding staffing models, provides recommendations regarding efficient workload balance.
  • Manages the staff schedules and responsibilities of Workforce Management team.
  • Establishes performance objectives for direct reports.
  • Coaches and develops a high performance team through organizational leadership.
  • Demonstrates sound judgment and fairness when administering policies and procedures.
  • Ensures WFM team accurately tracks and manages Contact Center schedule adherence.
  • Monitors absenteeism and attrition levels and works with management and HR on attendance management initiatives.
  • Works with Reports Analyst to ensure accurate generation of daily/weekly/monthly reports.
  • Manages staffing ratios and seat utilization/optimization to ensure Contact Center goals are achieved.
  • Builds effective working relationships with internal departments and client.
  • Works with management team on initiatives to support new business growth and overall operations.
  • Assists with special projects and other assignments as needed.
  • Understands and agrees to maintain all information security protocols for the role.

About you:

  • Minimum 5 years of experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction.
  • Minimum 1 year experience working with at least one process excellence system, e.g., Six Sigma, COPC, etc.
  • Excellent knowledge of Workforce Management applications, technologies and key performance indicators.
  • Expert knowledge and understanding of workforce planning programs and principles.
  • Thorough understanding of call management systems.
  • Demonstrated skills in all phases of workforce planning, forecasting and intra-day functions.
  • Advanced abilities in using Microsoft Office, especially Excel.
  • High degree of verbal and written communication skills and the ability to effectively present information at all levels of the organization.
  • Strong analytical abilities to provide strategies based on historical and current data.
  • The ability to work with management teams to ensure clear goals regarding service level agreements.
  • Proven ability to manage people, processes, and technology.
  • Experience in developing a workforce team in a Contact Center site, while meeting and/or exceeding all operational and financial objectives.
  • Ability to react quickly and take advantage of changing business conditions in real-time.
  • Highly motivated, creative, self-sufficient and able to operate effectively without close supervision.
  • Passion for excellence, strong work ethic and solutions-oriented.
  • Ability to travel (< 20%).
  • Previous experience managing multi-site Workforce Management team preferred.

If you enjoy providing outstanding service and are flexible, eager, and willing to take on a challenge, then this is the position for you!

Volt is an equal opportunity employer.