Mgr Workforce Mgmt

About Us
Learn, Lead & Grow at Foundever Group®
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
BE BOLD, BE YOU. #FoundeverLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Foundever Group.
About Foundever Group®
As a global leader in end-to-end customer experience (CX) products and solutions, Foundever Group® partners with the world's best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customers touch points. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions - including self-service, artificial intelligence (AI), automation, and data-driven analytics - with the expertise, emotion, and empathy of our people to Create Connection. Value Conversation
GENERAL PURPOSE:
This position is responsible for managing workforce management (WFM) processes and procedures and analyzing team and/or agent historical performance to formulate recommendations and implement improvements leading to increased forecast accuracy and greater scheduling efficiency. Also assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary to provide overall intraday management, staffing and scheduling of intraday events
Job Summary
EDUCATION and/or EXPERIENCE:
Associates Degree required. Bachelor's Degree preferred with three to five years' relevant experience in a WFM/Resource supervisory role in a dynamic call center environment; or any equivalent combination of related training/education and experience. Experience with Aspect e WFM, e SP, and Avaya CMS/IQ strongly preferred.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Excellent communication skills
• Result-oriented/driven
• Proactive and innovative
• Excellent interpersonal skills
• Excellent networking skills (influencing up)
• Experience in managing a group of workforce management professionals on a centralized WFM level setup
• Excellent workforce management data analysis and problem-solving skills for worldwide growth
• Excellent project planning skills
• Excellent negotiation and bargaining skills to any one of the following: Senior Managers, Directors, VPs and External Clients
• Knowledgeable in statistics and regression analysis
• Proficient on CMS, other ACD System and WFM tools
• Knowledgeable in MS Office Suite: WORD, VISIO, POWERPOINT, ACCESS
• Intermediate skill in MS Excel and programming Excel for data collection (ERLANG C).
• Experience in building models with Excel to do "what if" analysis on impacts of potential changes in operational metrics
Primary Job Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Adheres to foundever policies on ethics and integrity
• Hires, develops and leads the overall OMD efforts for their site(s)
• Plays a supportive role in managing financial performance within their site(s)
• Works closely with their WFM Leaders as well as Directors and Vice Presidents to accomplish financial objectives
• Responsible for the Intraday Management and Planning of all Lines of Business under the WFM umbrella
• Develops Tactical focus by managing their team to be efficient and effective
• Audits WFM to ensure consistency and accuracy
• Adheres to the foundever WFM Standards
• Maintains operational relationships with Telephony, IT, Operations, and other groups as needed-
• Helps implement new WFM modules, upgrades and enhancements-
• Provides to their Supervisor, cost benefit analysis and provides recommendations to management regarding process, policies and procedures. Subsequent implementation of said processes, policies and procedures.-
• Develops and maintains business processes and documents which support policies and procedures-
• Assists in developing accurate project plans to ensure smooth implementations-
• Proactively communicates to all departments and manages their team to do the same-
• Develops and maintains Staffing Agreements with both internal and external customers-
• Coaches and develops WFM personnel to drive accountability and responsibility within their team-
• Understands and analyzes complex information to guide decision making-
• Responds creatively to work challenges and proactively makes recommendations-
• Learns and challenges the WFM tool in order to effectively and strategically drive KPIs-
• Able to work independently with efficient time management skills-
• Creates Action Plans and Performance Improvement Plans for employees as appropriate-
• May perform other additional duties and responsibilities as assigned.
About Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.