Workforce Manager

Workforce Manager


The Workforce Manager is responsible for providing data and analyses that lead to genuinely actionable recommendations and deepens understanding of Support workforce analytics. This individual will manage the reporting and forecasting of support staff, creating efficient staffing models to meet customer volume and maintain a world-class customer experience. The Workforce Manager helps drive decisions to shape and improve the employee experience.

 

Responsibilities

  • Use Workforce Management Software to optimize the efficiency of the support organization
  • Ensures the quality of data being utilized to represent support activities and customer volume is of high standards, working internally to improve data quality where required
  • Collaborates with support leadership and human resources to ensure all global legal requirements for workforce is understood and administered in the staffing models
  • Builds and publishes self-serve dashboards and reports to focus on adherence of schedules and KPI reporting
  • Escalates intraday interruptions to appropriate leadership and modifies workforce alignment and adjusts future schedules to accommodate for projects, personal development and training
  • Work to develop long and short-term forecasts for workforce requirements, creating predictive models to forecast global staffing needs, presenting models to leadership and finance
  • Collaborates with support leadership to ensure teams have adequate time for training, performance feedback, and personal development
  • Works with team leadership to manage time-off requests and other forms of absence to ensure adequate staff coverage to maintain availability for customers
  • Uphold a high standard of customer service through real-time monitoring and suggested changes to workforce availability to meet customer demand, maintaining key KPIs and SLAs (Service Level Agreements)
  • Works with frontline teams to ensure adequate staffing for emails, calls and chats to be answered and resolved in line with support KPIs
  • Manages to different service levels across tiered support teams, identifying improvements and efficiencies for each group based on differentiated expectations of skill sets and subject matter of workload
  • Creates new workforce management implementations for additional teams, as requested

 

What You’ll Need

Education
  • Undergraduate Degree In computer science, statistics, mathematics, finance, accounting, general business, or a related field is preferred
Skills

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to build and run presentations to leadership
  • Ability to communicate and influence using data models and forecasts
  • Ability to set priorities, meet deadlines, and manage multiple projects in a fast- paced, changing environment
  • Technical capacity – attention to detail
  • Time management
  • Ability to collect and analyze data
Experience

  • 1-2 years of experience in workforce management or schedule management preferred.
  • 1-2 years of SaaS experience
  • Experience with support workload analytics and tracking
  • Experience working in support teams, having a deep understanding of their responsibilities and capabilities across an omni-channel environment
  • Experience with BI tools and SQL preferred
  • Demonstrated ability to quickly learn new systems and processes
  • Planning for short & long-term business ramps including seasonal peaks
  • Create, publish & upgrade WFM dashboards at macro and micro level
Travel Requirement

  • 10%
Working Conditions & Physical Requirements

  • Reliable internet access for any period of time working remotely, not in a Workiva office.

Read more here.

Skills

Posted on

July 19, 2022