ALBUM

The Workforce Manager will be responsible for maintaining and and optimizing workforce management processes for our frontline Support team to ensure optimal staffing levels, schedule adherence and productivity. They will also lead out in planning (via forecasting, PTO planning, and scheduling efforts) and aid the department in implementing efforts to improve overall efficiency.

Responsibilities:

• Develop and maintain accurate workforce forecasts and capacity plans based on historical data, industry trends, and business objectives
• Monitor real-time service levels and agent performance (with the help of our WFM tool Playvox) to identify and resolve issues in a timely manager
• Own PTO and in-week schedule changes in Playvox
• Analyze customer contact metrics to identify trends, patterns, and opportunities for improvement
• Collaborate with management to develop staffing plans and schedules that align with business needs and customer demand
• Ensure accurate and timely reporting of metrics to management and other stakeholders
• Provide recommendations for process improvements and automation opportunities to increase efficiency and effectiveness

Requirements:

• 1+ years of experience in workforce management, preferably in a contact center environment
• Excellent analytical and problem-solving skills
• Project management skills with ability to meet deadlines, prioritize, and work successfully in a fast paced environment
• Demonstrated ability to collaborate with multiple stakeholders
• Technically proficient with Google Sheets (or MS Excel), including high level of proficiency with formulas
• Experience with automating processes and integrating systems is a plus

Compensation:

• Contractual pay is $1,700 USD / month