CONTACT CENTER SENIOR (SR.) MANAGER, WORKFORCE MANAGEMENT

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CONTACT CENTER SENIOR (SR.) MANAGER, WORKFORCE MANAGEMENT

The U-Haul Contact Center is seeking a Sr. Manager of Workforce Management, responsible for the oversight of all workforce management in a large, multi-group Contact Center. Responsibilities include producing quality, timely schedules, innovative scheduling practices, long-term operations and capacity planning, processes, tools development, and staffing strategy. This position plays a crucial role in developing and implementing strategies that are customer and employee-centric, increase efficiency, and offer a clear ROI. This position reports directly to the Director, Operations and Technology and indirectly to the Contact Center Vice President and partners with other Contact Center leaders to achieve success. This is an exciting and challenging opportunity in which you will have a direct and impactful change on the Company, Contact Center Team Members, and our customers.

Other job duties and responsibilities include, but are not limited to:

• Oversee day-to-day operations with a strong focus on customer and Team Member experience.
• Provide short-term and long-term forecasting, producing a capacity planning/staffing model and making recommendations based on seasonality.
• Define forecasting, scheduling, staffing, and adherence metrics. Monitor and report.
• Ensure the workforce management team produces timely and efficient schedules that meet Team Member and business needs.
• Communicate the forecasted workload and staffing needs through presentation and translation of data to Contact Center leadership team on a regular basis.
• Assist Contact Center leadership with daily real-time operations, and long-term planning as needed.
• Set goals and ensure the workforce management team have appropriate tools to meet/exceed goals.
• Accountable for workforce management tools and driving usage, reporting and analytics both real-time and historical, and analyzing trends.
• Manage vendor relationships, including regular maintenance, billing, and review of application efficiency.
• Set, meet, and exceed Key Performance Indicators (KPIs) while driving continuous improvement for the workforce management team, including Managers.
• Maintain Company standards and leadership principles with a focus on unity of direction.
• Create and support a culture based on team engagement, empathy, and open-door communication.
• Provide oversight and management for all workforce management related business processes, including the establishment, creation, and maintenance of standard operating procedures (SOPs).
• Effectively manage, develop, and mentor all direct reports.
• Lead the ongoing development and retention of all Team Members.
• Conduct best practice research and benchmarking with other companies.
• Special projects (as delegated).

Skills, Requirements, & Qualifications:

• 5+ years’ experience working with workforce management software; including collecting data, data analysis, and modeling short/long term forecasts and hiring plans. Experience with Verint Workforce Management software a plus, as well as Nice IEX, Alvaria/Aspect, or other Workforce Management Platforms.
• 3+ years’ experience working in a call center environment with a strong understanding of call center terminology and functions.
• 3+ year of proven managerial experience having successfully coached, managed, and empowered their Team.
• An operational knowledge of Cisco CUIC or any other intelligent call routing/ACD system.
• Advanced Microsoft Office skills, specifically Power Point and Excel skills including tables and formatting, charting, and pivot tables. Experience with automation also a plus.
• Strong analytical and communication skills, and the ability to adapt to change and implement change quickly.
• Excellent written and oral communication skills. Can interact with and influence decision-making by non-analytical audiences. Successful in quickly developing relationships, rapport and trust with individuals and teams.
• Strong business acumen and ability to identify and communicate trends and insights.
• Handles sensitive/confidential information and/or data with a high degree of discretion.
• Strong adaptability.
• Forward-thinking, energetic, and desire for growing responsibility.
• Strong aptitude for technology.
• Ability to act and respond under pressure and do so with quality results and professionalism.
• Strong organizational, project management and problem-solving skills.
• Positive, upbeat, self-motivated - “can-do” attitude.
• Intellectually curious, analytically rigorous, hard-working, good work ethic, and collaborative work style.
  

AMERCO and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable state law, no AMERCO or U-Haul company will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products. By continuing with this application, you are indicating that, if hired, you consent to nicotine screening in the future. This policy will not apply to team members hired before February 1, 2020.

U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.