Job Description

The Director of Workforce Management is responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels. Incumbent is responsible for maintaining the efficiency and effectiveness of the operation, including direct client interface, customer satisfaction, employee development, and fiscal accountability. The Director executes strategic direction set by the client and Executive Staff. The role includes executing tactical plans within to achieve the strategic objectives.

Essential Responsibilities:

· Coordinate Customer Service inbound and outbound contact activity. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Cisco VoIP, SYMON, AVAYA) are running as designed.

· Maximize effectiveness of technology and manpower through monitoring forecasted versus actual call metrics (call volume, AHT, Adherence, Shrinkage, etc…) and effective scheduling and schedule optimization of all Contact Center staff.

· Responsible for generating effective solutions. Manages the “on-boarding” process by submitting and tracking to completion all requests for hardware, user IDs and access arrangements for new hires.

· Coordinates all schedule adjustments needed to support training.

· Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX). This includes ensuring that associates have the right skillset for the call type, as well as manage changes to employee schedules that are fair and equitable.

· Make decisions in a fast-paced real-time environment to ensure that changes to representative break and lunch schedules are based on an accurate assessment of call center metric and available resources.

· Work with supervisors to approve requests for off phone activity based on staff availability and business need.

· Assesses time off requests and determines approval/denial based on real-time assessment of SL results.

· Troubleshoot call routing application and system related issues with team members and partners as well as implement solutions timely.

· Generates and distributes client reports, internal agent Scorecards, and internal metric reports for the call center at the client level with roll-up results.

· Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce

· Management (WFM) to determine risks to service level targets and escalate issues accordingly.

· Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Minimal Qualifications:

• High School diploma or equivalent. College degree is preferred.
• 5 or more years of directly related experience
• Day-to day-decisions will be made that directly impact the company’s ability to meet Service Level Objectives, which are established contractually with our external clients.
• Demonstrated proficiency in understanding the technology solutions of the contact center as well as staffing implications and optimal processes to support the business.
• Must have the ability to develop and maintain effective working relationships with people of all levels throughout the organization.
• Must have strong communication, interpersonal and presentation skills. Self-motivated and must excel in a minimally managed, high profile position.
• Experience with contact center systems including NICE IEX, Avaya CMS, vector/VDN flows and reports.
• Strong written and verbal communication skills
• Strong analytical skills
• Ability to present detailed information effectively to groups and individuals
• Strong proficiency with MS Office (Excel, Word, Access, Outlook and PowerPoint)
• Proficient with contact center systems including IEX, Cisco, and data-warehousing tools
• Well-organized
• Ability to generate and interpret reports
• Project coordination/management skills (planning, follow-up and escalation, tracking)

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training

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