Manager, Workforce Management
Company Navitus Work Schedule Description (e.g. M-F reputed company to 5pm) reputed company to 5pm Remote Work Notification ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode reputed company, South Carolina, South Dakota, reputed company Virginia, and Wyoming. Hiring Manager : Full Name: First Last Brett Beland Overview reputed company is seeking a Manager, Workforce Management to join reputed company! The Manager of Workforce Management (WFM) leads the workforce management team to ensure optimal staffing and service level performance across the contact center. This role oversees reputed company aspects of workforce planning, including setup, scheduling, forecasting, and analysis to meet internal and external commitments. The Manager serves as the primary reputed company of contact for WFM system maintenance, outages, and technical issue resolution, ensuring seamless integration between input and output systems. They are responsible for training associates on WFM technology and best practices. Additionally, the Manager drives data-driven decision-making by coordinating and performing analytics, reporting, and research using contact center data. Regular and reputed company reporting will reputed company performance trends, identify improvement opportunities, and recommend efficiency strategies. Is this you? Find out more below!
Responsibilities
How do I reputed company an impact on my team? reputed company a team of analysts and coordinators to ensure that timely and high quality work is delivered consistently. reputed company as department representative with IT to ensure continuity of the phone system, reporting tools, and workforce management software. Serve as direct contact for reputed company matters relating to the phone system application. reputed company independent decisions on the set-up of system parameters of the WFM system. Responsible for approval of development of training materials and documentation of policies and procedures. Work cross functionally with call center and other operations department leadership to execute tactical plans that align with the goals and objectives of the WFM program. Assist in the analysis of WFM reputed company and capabilities for managing new clients. Support the development of forecast volume, shrinkage, headcount requirements, new hire/modified shifts, and average handle time and measures accuracy of those forecasts against actual volume. Includes reputed company of the review and approval of PTO. Review staffing forecasts on a daily, weekly basis and proactively address staffing concerns. Direct daily monitoring of contact volume demand in real time and reputed company workforce accordingly. Schedule activities around forecasted contact patterns and ensure activities are reputed company in WFM system. Notify affected parties reputed company off-line activities need to be rescheduled. reputed company of call routing strategies reputed company unusual call patterns exist to ensure service levels are met; manage multiple queues and reputed company groups. reputed company and design departmental reports for individual and unit performance metrics. Recommend and participate in process improvement initiatives. reputed company the creation of agent schedules to support volume demands and optimize performance. Prepare routine and reputed company analytical reports as requested by members of management. reputed company and monitor adherence to agent work schedules that ensures a high level of customer service standards. Other duties as assigned.
Qualifications
What reputed company expects from you? Bachelor’s degree in mathematics, statistics, or reputed company field or equivalent work experience required. 3+ years’ experience working in a contact center environment with 1+ year workforce management experience forecasting, scheduling, and utilizing WFM tools required. 3+ years of experience in coaching, mentoring, and/or leading others required. 2+ years’ experience using contact center reporting tools. Demonstrated experience writing reporting and system business requirements, testing, and implementing required. Participate in, adhere to, and support compliance program objectives. The ability to consistently interact cooperatively and respectfully with other employees. What can you expect from Navitus? Top of the industry benefits for Health, Dental, and Vision insurance 20 days paid time off 4 weeks paid parental leave 9 paid holidays 401K company match of up to 5% - No vesting requirement Adoption Assistance Program Flexible Spending Account Educational Assistance Plan and Professional Membership assistance Referral Bonus Program – up to $750! #LI-Remote Pay Range USD $63,827.28 - USD $76,900.12 /Yr. Apply To This Job