Job reference #6170_8548156

ADP is hiring a Workforce Manager (Forecasting and Scheduling). The workforce forecasting/scheduling manager is responsible for ensuring that Compliance Solutions Contact Center meets SLA’s and performance standards for cardholders across all contact channels. Coordinates with the business to develop the forecasted contacts based on client onboarding, seasonality and call trends. Coordinates with the business and partners to ensure an efficient workload /workforce balance through effective utilization of assigned resources and administration of activities, while supporting Compliance Solutions goals, vision and mission statements. Interacts with all levels of Compliance Solutions, internal and external partner leadership to ensure contact center results meet/exceed goals. . Heavily involved in FY planning sessions with the business and finance teams. Works closely with the business and partners to ensure goals are achieved. This individual must be very skilled with Workforce Management tools, as well as, the workforce management discipline including forecasting, scheduling, seasonality and real-time.

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RESPONSIBILITIES:

• Ownership of the Compliance Solutions Workforce management Forecasting/Scheduling for the Cardholder Contact Center including workforce management activities of forecasting, scheduling, capacity planning, volumes and approving off-phone activities.
• Partner with the business team and internal/external partners to keep contact center forecast updated based on sales forecast/actuals, seasonality and ongoing product and business changes
• Analysis of contact center trends to identify areas for improvement and coordinate with business and partners to implement improvements
• Conduct forecasting, create contact center plan to ensure SLA achievement.
• Responsible for the coordination and execution of forecasting/capacity plan meetings with Compliance Solutions business leaders
• Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.
• Partner with Compliance Solutions leadership to develop communication strategy to discuss service level/staffing risks and develop risk migration plans.
• Evaluate and recommend opportunities for process or system improvements and/or enhancements.
• Assist in the development and implementation of call routing strategies associated with call distribution and routing.
• Coordinate reporting related to workforce management.
• Monitor contact center data to verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.)
• Manage forecast and update forecasts based on historical patterns and run analysis
• Develop forecasts to support multi-site, multi-touch point, multi-lingual, multi-skilled contact center(s) that account for growth , seasonal variations, special events affecting clients’ volumes and other cyclical patterns
• Train and educate business partners on workforce management including creating and delivering effective presentations.
• Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls and ensure maximum productivity and efficiency
• Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation
• Performs other related duties as assigned.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Experience with Contact Center forecasting and staffing models including experience with Genesys
• Experience analyzing large amounts of data to develop reports, define trends and identify solutions to improve areas of opportunity
• Advanced experience with forecast/financial tools including Tableau, Microsoft Excel and Microsoft Access
• Experience working with and managing vendor relationships
• Advanced leadership, presentation, interpersonal and conflict management skills.
• The highest level of integrity, customer focus, team building for strong working relationships.
• Needs the ability to manage a virtual team effectively
• Advanced at leading meetings and facilitating information exchange with internal business partners
• Sound decision making skills that demonstrate originality, flexibility and resourcefulness
• Ability to develop strong working alliances at all levels within the organization.
• Build appropriate rapport for developing constructive and effective relationships.
• Ability to adapt to change and implement quickly based on overall direction and needs of the company.
• Drive for results, communicate effectively and professionally, balance risk with opportunity.

 

 

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