Senior Manager, Workforce Traffic

Job Summary

JOB SUMMARY

The Sr Mgr, Workforce Traffic is responsible for the Traffic teams. This role is accountable for maximizing occupancy and service level through real- time and intraday monitoring of and analysis contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (include overtime and voluntary time off), setting primary/secondary skilling, maintain staffing line adherence, and coordination of Traffic Workforce Management resources for Charter’s virtualized contact centers and vendors.

Responsibilities

MAJOR DUTIES AND RESPONSIBILITIES

- Actively and consistently support all efforts to simplify and enhance the customer experience

- Execute the forecasted plan with precision.

- WFM Liaison with our internal & external site operations, providing day of and 7 days out planning.

- Manages & contributes to routing and skilling strategies for the organization.

- Shrinkage, overtime, and VTO planning and analytics.

- Responsible for reforecasting throughout the day to ensure staff is adjusted to the trends.

- Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.

- Provide post day analysis to identify people or process opportunities, and implement improvements rapidly.

- Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).

- Establish intraday management triggers that will allow rapid performance improvements.

- Partner with Telecom to enhance call routing effectiveness and accuracy.

- Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.

- Deploy and manage eWFM or other workforce management technologies.

- Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.

- Recognizes and recommends operational and support improvements.

- Perform other duties and responsibilities as assigned.

Qualifications

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

- Ability to read, write, speak and understand English

- Demonstrated knowledge Workforce Management methodologies, practices, analytics and tools.

- Demonstrated understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools

- Demonstrated expertise with work force management technologies like eWFM and/or IEX

- Demonstrated analytical abilities (regression modeling, sample size methodologies, correlation analysis, etc.)

- Demonstrated Excel skills

- Ability to use Crystal Reports to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways

- Demonstrated written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers

- Demonstrated command of the English language, good use of grammar skills.

Required Education

- Bachelor's degree or equivalent work experience

Required Related Work Experience

- 6+ years of Workforce Management experience in a management capacity

- 7+ years of Customer Care and/or Call Center experience

- 3+ years of Managment Experience

PREFERRED QUALIFICATIONS

- Ability to analyze and interpret data

- Ability to communicate orally and in writing in a clear and straightforward manner

- Ability to communicate with all levels of management and company personnel

- Ability to handle multiple projects and tasks

- Ability to maintain confidentiality

- Ability to make decisions and solve problems while working under pressure

- Ability to manage multiple projects and tasks

- Ability to prioritize and organize effectively

- Ability to show judgment and initiative and to accomplish job duties

- Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

- Ability to work in an unstructured, fast-paced environment

- Ability to work independently

- Ability to work with and motivate others

- Ability to work with others to resolve problems, handle requests or situations

- Knowledge of SQL

- Knowledge of cable television products and services

- Knowledge of performance management concepts and methodology

- Knowledge of report writers

WORKING CONDITIONS

- Office environment

- Up to 25% travel