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Manager, Workforce Management


Posted: 9/9/2020
Job Reference #: 02PO7
Keywords: operations

Job Description

Workforce Manager

The Workforce Manager will be responsible for managing, tracking, and following up on all attendance related issues within their specified department(s). This position will also provide analysis of skill assignment and impact to staffing and SVL, assist and support Workforce coordinators update and create EWFM master-files, track and trend call volume history, and present production reports and data analysis.

Essential Duties & Responsibilities


Responsibilities include, but are not limited to:

* Is the primary workforce management contact between Supplier and the client

* Work with business leadership to coordinate processes to meet the operational and strategic needs of the business

* Advise on potential opportunities or hazards that affect the business' ability to meet strategic goals

* Solicit feedback that influences the operations of workforce management

* Monitor, identify, mitigate, prepare appropriate response and communicate (including but not limited to an action plan) to LOB operational impact, call driver, AHT trending, and staffing variance by interval, day, week and month timeframes

* Manage and approve any scheduling or call volume change requests

* Prepare and plan to attend daily, weekly and as-needed meetings

* Generate reporting and analysis required to manage processes efficiently

* Manage tracking and reporting of off-season capacity projects

* Ensure functionality and accuracy of IEX feed

* Communicates AEP readiness status

* Solicit feedback that influences the operations of workforce management

* Drive SharePoint utilization to ensure seamless data communication


Job Specifications:

* Excellent written and verbal communication skills.

* 2 years experience with Aspect's eWorkforce Manager (eWFM) required

* 2 years experience with ACD reporting required (prefer Cisco)

* 3 years experience with hight level MS Excel function required

* 1 year in a Call Center environment required

* Understanding of Dialer Strategies preferred

* Ability to analyze data.

* Ability to multi-task.

* Must be organized.

* Computer savvy.

* High School diploma or equivalent.

TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!