Call Center Workforce Management Supervisor

This position is responsible for the accurate forecasting of call volumes for all lines of business in multiple Call Center Operations. The position prepares seasonal traffic forecasts, recommends optimal schedules, oversees the shift bid process, and coordinates the activities of the Scheduling Supervisors housed in each operation. This position works closely with Operations Analysts to analyze traffic and trends to recommend solutions to increase productivity and achieve service levels.

In addition, the position determines drivers of forecast variance to actual volume, analyzes staff utilization, and recommends staffing mix.

• Manage day-to-day activities of Scheduling Supervisors, ensuring large group and team meetings, coaching, training, and other non-production time are staggered within and among operations. Ensure processes are executed consistently among operations and audit compliance with recommended practices. Coach and counsel Scheduling Supervisors, and perform annual performance appraisals.
• Support Call Center operations by developing seasonal forecasts by line of business for all Call Center operations. Run What-if Analyses as needed, and develop forecasts for new lines of business.
• Ensure uploaded data from ACD software and manual inputs at the field level are accurate. Audit data, ensuring data captured and entered is accurate and that data entry parameters are established and adhered to.
• Optimize forecasts as needed. Define and oversee shift bid process. Conduct post-shift bid evaluation, monitoring productivity levels after new schedules are activated.
• Troubleshoot and maintain scheduling software and equipment, minimizing downtime.
• Analyze and recommend staffing mix changes that will provide the ideal number of 40-hour, 30-hour, 25-hour and hourly personnel. Recommend optimal placement of employee vacancies and additional positions.
• Evaluate utilization, compare and contrast productivity among operations. On an ongoing basis, recommend actions to reduce shrinkage and increase utilization.
• Evaluate new product offerings and services related to workforce management, and make appropriate recommendations. Establish user contacts in other organizations or user groups.
• Train scheduling software users within Call Center operations and ensure support personnel trained to ensure coverage for any contingencies. Track hiring and training activities, determine needs and communicate with ET&D, HR and within field operations.
• The position must balance offline needs with traffic demands, as well as employee needs. Decisions are made independently based on call center knowledge and historical data. The position is called on to make minute-by-minute decisions impacting member service and call center operations.
• Management intervention is minimal, although occasionally necessary when issue resolution is outside of authorized job scope.

• Bachelor's equivalent combination of education and experience.
• 4-6 years of operational systems and/or data analysis as it relates specifically to a call center environment. Required.
• Knowledge of existing and emerging workforce management software, automatic call distribution (ACD) technology and industry best practices required.
• Demonstrated leadership capabilities, including the ability to develop and motivate employees required.
• Proven ability to produce highly reliable statistical analysis, as well as effectiveness in synthesizing complex data and providing effective proposals for resolution required.
• Ability to present complex data in a manner that is “user-friendly” to those individuals that rely on the information for Business Unit or Department Goals and Objectives.
• Professional written and oral communication skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access.
• Position may require occasional travel to AO and other operations for meetings and training.
• Valid driver’s license, acceptable Department of Motor Vehicles record and minimum liability insurance issued by state.