| Director, Workforce Management |
Job Location:
Metro Area: |
Jacksonville, FL
FL - Jacksonville, Brunswick
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Category: |
Call Center Operations
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Contact Info |
Company Name: TRG Customer Solutions
| Address: |
8375 Dix Ellis Trail, Suite 100
Jacksonville,
FL 32256
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Fax: 610-757-6310
Apply: Submit Resume Now
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Job Description:
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Currently TRG is recruiting for a Director, Workforce Management to direct the workforce management function throughout the TRG organization. This position will report to the Chief Operating Officer and will be located in Jacksonville, Florida.
General Description
This position is responsible for all aspects of workforce management in all of the call centers throughout the organization, including forecasting call volume, creating agent schedules, and reporting the overall effectiveness of the each call centers’ performance.
Responsibilities
Direct all activities of the call centers and all aspects of workforce management in all of the call centers, including, but not limited to, the monitoring, maintaining, and tracking of real time call volume and distributing the calls based on availability.
Review forecasted volume and available staff to ensure that the call centers’ management schedules staff in the most efficient manner to properly utilize available resources and maintain acceptable service levels.
Oversee the analysis of calling demands, adjusting demand ratios as necessary, monitoring and adjusting staff resources to meet client demands.
Provide senior management with accurate and timely reports of each call centers’ activities.
Constant communication with Client Services. Hours projected forecast, increased / decreased headcount, daily stats and reporting, and system issues affecting hours day / week / month. Also answer all performance related questions and reporting.
Supervise a team of Workforce Analysts.
Manage all functionality and reporting from call center technologies.
Serve as a resource regarding the reporting of all call centers’ efficiencies, team and individual statistical analysis, and process improvements.
Responsible for the real time traffic management as needed:
Coordinate efforts to reroute calls if necessary
Liaison to other call centers regarding routing changes
Manage specific queue-impacting events.
Approve all schedule changes by analyzing best solution as dictated by the clients and SOW.
Review and advise Analysts on adjustments of schedules made based on volumes to remove and/or accommodate off-desk time like training and development time based on performance and occupancy variables.
If there is a need to increase the headcount, workforce will work with the Center Directors and advise Recruiting and Training of a new class.
Workforce will determine the needed hours and schedule of the class / shift.
Other duties as needed.
Job Requirements
A minimum of 5 years progressive workforce experience in a call center.
A minimum of 2 years management experiences overseeing the work of employees.
Excellent Written and Verbal Communication Skills
Efficient Microsoft Office (excel, word, etc.) Skills
Strong Organizational skills.
IEX experience a plus.
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