Manager, Workforce Management, Customer Service – Remote |Elizabeth, NJ (Elizabeth, NJ)
Employment Type : Full-Time
Manager, Workforce Management, Customer Service – Remote |Elizabeth, NJ (Full-time)
Coach USA and megabus.com is seeking a dynamic, client-focused, data driven leader to oversee our outsourced, BPO partner. At Coach USA and megabus.com, we value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Join the leading provider of transportation services in North America with over 25 operating locations throughout the US and Canada!
Job Summary:
The Vendor, WFM role is responsible for vendor management, call center production support and strategy, agent scheduling, and tactical adjustments to meet fluctuating demands while meeting KPIs. This leader is a seasoned and widely knowledgeable when it comes to integrating strategies with tactics, developing processes, testing assumptions, and ensuring high-quality execution. The Vendor, WFM will manage and maintain the relationships with our vendor(s), collaborate closely with stakeholders to determine workforce needs, develop strategies and processes to satisfy those needs, provide an excellent agent experience, and drive continuous improvement within the team and business.
Job Duties:
Customer Service Operations:
- Own designing/building optimized Forecasting & Scheduling Models for customer service operations.
- Work with business leaders and recruiting to ensure hiring matches the labor budget.
- Serve as primary point of contact for leadership and business partners related to staffing.
- Establish and maintain strong and fruitful relationships with BPO(s).
- Review contact volume forecast models and optimize staff schedules to maximize resource utilization and achieve SLA objectives.
- Set schedules for workforce to meet customer choice and demand.
- Measure and track performance, productivity, agent performance, and utilization of workforce.
- Compensation, Budget, and Bonus Plan Target alignment for the Workforce.
- Reviewing contracts, SOW, redline/edit, review comments, identify business issues and needs, etc.) based on standard terms and conditions (including master agreements, amendments, etc.)
- Actively monitor contact volumes and schedules, provide recommendations regarding KPI metrics used to manage the effectiveness of WFM programs, i.e., Service Levels, Average Speed of Answer, Adherence, Abandonment, CSAT, etc.
- Provide recommendations on how to improve workforce effectiveness and productivity through process improvements.
- Design, test, and implement workforce tactics, standards, and system optimization.
- Oversee the monitoring of intraday activity across all work queues and lines of business.
- Coordinate with business stakeholders to ensure both short and long-term staffing plans align with the latest demand forecast to achieve operational productivity goals.
- Provide ongoing analysis to stakeholders on both historical and real-time performance and trends.
- Provide timely and accurate analysis on the key business trends as they relate to trends in contact volumes, service level achievement, staffing levels and resource allocation, while making recommendations on how to optimize service level achievement and minimize the labor impact.
Required Skills: - Bachelor's Degree in quantitative/ business field and/or equivalent experience
- 4+ years of Workforce and Data/Analytics Management, experience in a call center environment is required, i.e., real-time analysis, trend analysis, scheduling, staffing optimization, etc.
- 5+ years of Leadership experience
- Deep understanding of WFM principles, strategies, and methodologies
- Ability to create effective relationships at executive levels, influence and collaborate at all organizational levels
- Advanced/expert, Microsoft Excel skills and experience with various reporting tools
- Excellent organizational, written/ verbal skills, and interpersonal skills to allow for communication at all levels
- Impeccable attention to detail
- Ability to make decisions and operate under pressure
- Comfortable operating in data warehouse, financial systems, Office 365 including PowerBI
- Experience overseeing forecasting, budgeting, cost management, workflow process redesign and continuous improvement
- Demonstrated ability to successfully work as a change agent in a dynamic and fast-paced work environment
- Strong working knowledge of Microsoft Office and Google analytics applications
We Offer:
Applicants can apply online at https://careers.coachusa.com
DRIVING YOU TO A BETTER FUTURE!
In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status