ATLWorkforce Management Manager

Posting open until filled

Job Description

Salary Range: $88,000–$95,000 annually

Posting open until filled

The Workforce Management Manager position will be responsible for leading the Workforce Management team in real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, escalations, and email volume. The position will have high visibility to all the operations teams.

This position requires the ability to lead in a fast‑paced contact‑center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as a leader to the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department.

You will lead a team that works closely with Atlanta 311 leadership team and other business partners to deliver quality services to our City of Atlanta citizens and communities.

An employee in this classification works independently, with general supervision given on special assignments. Work is occasionally reviewed for results achieved.

• Tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
• Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
• Accountable for monitoring, adjusting, and optimizing human resource utilization real‑time to meet operational and business objectives.
• Proactively identify risks, and opportunities around business performance.
• Realign resources to optimize coverage and service based on skill set and priority.
• Communicate with front‑line leaders to ensure they have the data needed to address staffing needs.
• Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership, and a responsibility for the execution of operational excellence; engage in the selection and hiring process as needed.
• Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations.
• Oversee the development of schedules and scheduling approaches to improve service levels, reduce cost, and achieve performance goals.
• Oversee delivery of contact center and operations performance reports as well as ad hoc reporting, including preparation of employee incentives.
• Manage workforce forecasting for call center operations.
• Analyze historical data to identify business optimization opportunities (e.g. consolidate queues, change hours).
• Ensure integrity of data in the current tools and future Workforce Management system.
• Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
• Identifying opportunities to further optimize workforce, including assisting in the development and implementation of call routing strategies associated with call distribution and routing.
• Support special projects by monitoring, analyzing, and reporting on key performance indicators.
• Other responsibilities as judgment or necessity dictate.
• May perform other duties as assigned.

Knowledge

Skills and Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Advanced skills using Microsoft Excel as well as workforce management software, such as NICE IEX, or Calabrio in a business environment.
• Ability to prioritize and meet tight deadlines.
• Demonstrate Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently.
• Analytical with attention to detail.

Education and Experience

• Bachelor…