Contact Center Workforce Manager

Educational Media Foundation - Franklin, TN

Full-time - Mid Level

Franklin, TN

251-500 employees

Broadcasting and Content Providers

About the position

The Center Workforce Manager plays a crucial role in optimizing contact center operations by aligning resources with demand to ensure exceptional customer experiences. This position involves data analysis, scheduling, and real-time monitoring to enhance efficiency and maintain service levels. The role requires a strategic thinker who thrives in a fast-paced environment and is committed to the organization's mission and values.

Responsibilities

• Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
• Analyze contact center data and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with contact center managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with contact center agents, providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
• Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
• Assist in training and mentoring new workforce planners to ensure a high level of competency within the team.
• Contribute to long term planning and vision implementation through identification of strategic Center initiatives, collaboration, prioritization, communication, and evaluation of results.
• Engage Senior Director of Center Operations on Center issues, trends, and proposals for strategic initiatives and delivery.
• Provide strategic leadership, mentoring and developing a highly competent and responsive Center team.

Requirements

• Bachelor's degree in business administration or statistics preferred, or a combination of education/training with relevant experience.
• Minimum 3 years' proven experience in a contact center environment.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
• Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint, Calabrio).
• Knowledge of contact center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.
• Strong attention to detail and accuracy, with the ability to analyze data and identify patterns or trends.
• Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders.
• Ability to work collaboratively in a team environment and build strong relationships with call center managers, supervisors, and agents.

Nice-to-haves

• Certification in Workforce Management is an added plus.
• Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.
• A collaborative and flexible style, with a strong service mentality.
• Excellent interpersonal skills with the ability to develop sincere business/ministry relationships.

Benefits

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to Learning platform