As a Manager of Workforce Management, you will be responsible for the management of Scheduling, Real Time Monitoring and Reporting, supporting the 250+ person Customer Support contact center. This position plays a key role in supporting the support center’s mission to provide our customers with a world class experience while driving efficient utilization of our resources. This position reports to the Senior Manager of WFM and Customer Support in Waltham, MA and will also support the VP of Customer Operations as well as serve as a close business partner to the front line Customer Support management team.

Job Responsibilities:

• Manage/direct contact center resources to achieve performance and business objectives.
• Manage NICE WFM and QeyMetrics reporting systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies.
• Responsible for business admiration of Avaya Contact Center Management Server; responsible for creating/documenting calls flows and working as liaison between business units and Telecom
• Oversee contact center volume and AHT forecasting and trend analysis activities.
• Prepare short and long term staffing requirements.
• Direct real time management and performance measures for the call center.
• Identify and drive opportunities to increase the level of customer service and/or efficiencies.
• Effectively and continuously communicate successes and opportunities
• Proactively identify & communicate trends and events which impact customer contact behavior to the entire CTCT organization
• Provide real time and historical reporting
• Manage a staff of 3 WFM Analysts

Job Requirements:

• Bachelor’s Degree or equivalent experience required
• Minimum of five years manager level experience overseeing a Workforce Management Team in multi-site, high volume contact centers.
• Well-defined customer-centric approach to workforce management.
• Proven ability to manage and develop staff, driving performance using appropriate and measurable goals, while maintaining a positive working environment.
• Demonstrated experience in the development of efficient business processes; application of advanced problem solving skills; application of quality management skills including the development of quality and productivity measurements; and solid operations management, project leadership, and personnel management/supervision.
• High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
• Excellent verbal, written and presentation skills.
• Excellent interpersonal skills, will interact with senior management, vendors, customers, and staff at all levels.
• Develop and maintain efficient business processes and design and manage efficient workflow; analyze volume and staffing needs and develop plans to ensure that customer service levels are consistently met or exceeded.
• Excellent analytical and problem solving skills. Must be able to identify root causes to problems and develop quantities based decisions.
• Strong aptitude for technical knowledge that includes MS Office Suite, NICE WFM, Avaya CCMS, CTI
• Some travel required