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Senior Workforce Planning and Analysis Manager

02/05/2019Call Center
Job Location:
Wilmington, DE
Metro Area:
PA - Philadelphia
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

As the Senior Manager of the Workforce Planning & Analysis team you will be tasked with ensuring our call centers are meeting customers’ demands and answer times and results are achieved daily. You’ll be working with global partners to monitor performance and compliance for process and management procedures. You’ll be conducting operational meetings to assess results and performance and analyzing & reviewing current practices and trends to ensure accuracy.

  • Leading a Workforce Management team in developing and maintaining agent schedules focused on strategic workforce planning.
  • Ensure maximum productivity of all agents in order to meet inbound volume and shrink targets.
  • Monitor and analyze attainment of objectives and adapt quickly to changing business conditions.
  • Seamless interaction across the Resource Management teams, the Call Center Management teams, and supporting staff to ensure full coverage of business operations.
  • Leads, coaches and develops team.

What we’re looking for...

You are driven by accomplishments and show respect to our business clients and team members. You communicate openly, candidly and listen to others suggestions all while keeping the customers experience in mind. You enjoy working with complex systems and data and you have an ability to explain complicated concepts in a way that people understand. Through your collaborative leadership style, you build a culture based on trust and always keep stakeholders updated on important information.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Resource Management Supervisory experience.
  • Experience with PC and MS Office applications (Word, Excel, PowerPoint).

Even better if you have:

  • Knowledge of IEX system.
  • Strong knowledge of workforce management, call routing and ACD systems.
  • Knowledge of call center metrics.
  • Ability to thrive in a dynamic environment.
  • Proven record of strong analytical skills.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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