We're Looking For A: Workforce Management Manager

Location: Salt Lake City, UT (Hybrid)

What You'll Be Doing:

• Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
• Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, and reporting any call trends to management.
• Work with Management team to Identify and implement process improvements and by leveraging technology and automations.
• Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mind set.
• Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
• Acts as Workforce Management liaison with internal and external site operations including home-based and remote representatives, providing same-day and 7-day planning.
• Partners with training and operations to coordinate all required training for the customer care center.
• Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the planning team.
• Manages the five9 workforce management system, related telephony, and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
• Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses, and improve efficiency while improving customer satisfaction.
• Perform other duties as assigned

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don't tick ALL of these boxes.):

• Three plus years of experience leading highly-motivated, high-performing workforce management teams.
• Five plus years of experience with forecasting, capacity planning and real-time workforce management.
• Proficient with phone system reporting and scheduling tools (Five9, Clearview, Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
• Strong quantitative/analytical skills..
• Excellent interpersonal, written, verbal and listening skills..
• Absolute team player who consistently demonstrates respect, inclusion, and an open mind.
• Proven ability to coach to, and drive for, results and provide strategic value.
• Able to promote change by influencing and guiding others in a positive manner.
• Strong project management skills..
• Knowledge of Five9 WFM is a plus.
• Must be able to effectively cope with typical job stress.
• Must be able to establish and maintain effective working relationships with others.