Workforce Traffic Manager
JOB SUMMARY
The Mgr, Workforce Traffic is responsible for managing a team of Workforce Management Analysts. The role is accountable for maximizing occupancy and service levels through real-time and Workforce monitoring, analyzing contact volumes and AHT to forecast, managing of staffing to requirements, adjusting to staff requirements (include overtime and voluntary time off), setting primary and secondary skilling, maintaining staffing line adherence, and coordination of Workforce Management resources for Charter’s virtualized contact centers and vendors.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Review, analyze and assess the Forecasting and Staffing Analysts’ contact and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.
Update Workforce (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.
Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages.
Adjust, in eWFM, next day forecasts to reflect the current view of staffing requirements.
Enter updates into the WFM Portal to adjust staffing needs as required.
Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
Monitor and manage Workforce staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.
Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.
Make real time adjustments to staffing forecasts in eWFM, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.
Instruct and coordinate optimal Workforce scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day.
Develop and communicate Workforce service level and occupancy analysis to highlight events that cause to miss goal in any contact type. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss (location, subscribers impacted, duration, trouble ticket number, posting of an announcement), the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.
Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.
Interface with internal and external departments when call routing, tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.
Work with the Forecasting and Staffing Analyst to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Manage a team of Workforce Management Analysts.
Create a culture of consistency in workforce practices and accountability for performance results.
Work with peers and operational areas to establish and improve processes and procedures.
Maintain a proactive communication environment with each center leadership regarding staffing issues, performance measures and call statistics.
Utilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volumes, service activity or resource availability at each site.
Interact daily with Call Center site VPs, Directors as well as Technology and Workforce VPs and Directors
Perform other duties as requested by Director/Sr Manager.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize and multi-task effectively
Demonstrated utilization of problem solving techniques
Demonstrated organization and time management skills
Ability to show judgment and initiative and to accomplish job duties
Ability to respond to customer inquiries professionally and efficiently
Ability to communicate with all levels within the company in both oral and written methods in a clear and straightforward manner
Demonstrated ability to supervise and motivate others
Ability to maintain confidentiality
Knowledge of budgeting process
Proficient in PC’s, Microsoft Windows and general intranet navigation.
Proficient in Microsoft Office software applications (including MS Word, Excel, etc.)
Expert knowledge of scheduling and workforce management software (e.g. Aspect eWorkforce Management´s tracking module, eTime payroll, and Real Time Adherence Software)
Ability to understand and perform analysis using moderately complex databases
Required Education
Bachelor’s Degree or equivalent combination of education and business experience
Required Related Work Experience and Number of Years
Prior leadership experience - 2+
Prior Workforce Management scheduling and forecasting - 5+
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Management or leadership experience - 2+
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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