Workforce Manager

• Manage workforce personnel on executing workforce strategies based on client needs.
• Manage direct reports' performance, coach/mentor new hires, and carry-out disciplinary actions, if needed.
• Act as liaison between operations and support teams to provide real time feedback and address any improvements or concerns effectively.
• Initiate process improvement plans to drive accuracy and accountability within workforce team.
• Oversee performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours.
• Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site.
• Facilitate communication between workforce team and operations team to maintain open communication between two groups.
• Manage workforce team to assist with staffing adjustments based on re-forecasted requirements.
• Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.
• Deploy policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Manage short-term and long-term workforce workload and other related projects.
• Manage deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Proactively educate team on intricacies of each client within the site to ensure team is focused on supporting revenue growth with each client.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.
• Work independently with minimal supervision.

• High School Diploma required. Bachelor's Degree or undergraduate, with relevant work experience preferred.

• 3 years of Workforce/Process Improvement experience required; inclusive of 2 or more year directly managing staff required.
• 5 years customer care and/or call center with project management and/or process development experience preferred.
• Prior experience with EWFM, Aspect, and IEX.

• Ability to read, write, and speak English.
• Ability to create/manage scheduling and real-time management processes and tools effectively.
• Strong analytical skills, ability to interpret regression modeling, sample size methodologies, correlations analysis, etc.
• Ability to create models, customize reports, and depict important information in clear, concise, and creative ways.
• Strong management skills to develop employees through mentorship and training.
• Ability to work independently and with other teams to achieve performance goals and objectives.
• Advance personal computer skills including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills with all levels of management.
• Ability to make good judgments/decisions and take initiative to accomplish job duties.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a fast-paced and dynamic environment.
• Ability to maintain the highest level of confidentiality and professionalism.

Alorica