Supervisor, Workforce Management

Job Description:

Purpose of the Position

This position is the first point of contact for any workforce schedule or skilling assistance and/or resource management related issues. Partner with the Manager, Operations to deliver mid-month and end of month analysis of staffing behavior trends through opportunities and risk assessment. Responsible for the interaction between workforce management and client command center to ensure KPI management, call arrival distribution planning, and capacity planning. Create and maintain workforce management reporting structure designed to provide information necessary to ensure staffing levels optimized to facilitate achievement of organization's goals. Assist management in data analysis of workforce management reports to develop strategic and tactical procedures to support operational goals and measure performance for each line of business. Expanded role includes handling multiple programs including on shore customer solutions programs

Education and Experience Preferences

• Workforce Management experience preferred but not required
• High School Diploma required
• MA/MS/BS/BA Degree preferred in Statistics, Economics, Finance, Accounting, Business Administration, IT, or related field.
• Analysis (statistical, business, data, operational, or financial) experience preferred.
• Excellent verbal and written communication skills, with the ability to effectively collaborate with our partners in Operations or Sourcing.
• Strong organizational and analytical skills with a proven history of critical thinking of risk assessment and critical thinking through solutions.
• Experience in Microsoft Products, such as Excel, Access, and PowerPoint are recommended.
• Experience with NICE or LiveVox, and/or BI analytics tools a plus, but not required
• Demonstrated success with establishing priorities and structuring workload to ensure deliverables are completed on time.
• Interpret data and advise Manager, Operations of any issues
• Analyze requests and results from Operations and other departments related to changes in staffing or schedules while ensuring the requests do not place our partnership at risk

Duties and Responsibilities

• Design, develop, and maintain standard operating procedures regarding all aspects of workforce management, including software, analyses, queries, and reporting.
• Design, develop, maintain, and manage statistical design of experiment models.
• Seek to promote innovation and provide thought leadership for exploring innovative staffing opportunities.
• Design, develop, maintain, and execute reporting solutions, with standard reporting packages provided for executives, compliance, and operational units.
• Demonstrate ability to oversee multiple analytic efforts and quality checks concurrently.
• Coach operational and cross-functional teams in preparing final deliverables.
• Translate objectives into hypotheses, create methodology to determine patterns, analyze trend for overall impact, develop findings and recommendations, and work with impacted business unit(s) to ensure execution.
• Utilize and interpret data from report software, spreadsheets, graphs, and flow charts.
• Demonstrate commitment to planning and discipline.
• Demonstrate exceptional ability to manage customers and stakeholder expectations and priorities.
• Act as a liaison between operational units, compliance, and organizational development to ensure projects are relevant and necessary training is implemented to affect results.
• Manage resources as needed to ensure assignments completed in accordance with expectations.
• Prepare and educate to ensure that assignment hand-off results in successful execution.
• Manage vendor relationships with providers of workforce management software and other vendors as necessary.
• Capture and leverage key assignment learning.
• Responsible for the interaction between workforce management and command center to ensure KPI management, OPs Dialing Strategy Changes, call arrival distribution planning, and capacity planning.
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 85% of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
  • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
  • Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
  • Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.

Accountability/Measurement

• Projects assigned and agreed upon will be delivered on time, on spec and on budget to the best of the positions ability to control these issues.
  • Variance there from will be continually discussed with management as the issues arise.
• Development and implementation of workforce management processes and reporting in accordance with approved schedule.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.