Oversee the daily activities and operations of all Workforce Managers and Supervisors including training, development and performance review.

Execute the forecasted plan with precision.

Act as Workforce Management liaison with internal and external site operations, providing same-day and 7-

day planning.

Manage and provide strategic direction and process consistency to local Workforce Management teams.

Manage and contribute to routing and skilling strategies for the organization.

Manage shrinkage, overtime, and VTO planning and analytics.

Continually ensure staff adjustment to trends based on re-forecasted requirements.

Communicate with all levels of the organization regarding impacts to volume, staffing or productivity.

Identify and implement personnel or process opportunities across Workforce Management organizations.

Develop strong relationships with other departments to gain volume, staffing or average handle time

improvements.

Establish management triggers to allow rapid performance improvements.

Partner with other agencies to enhance call routing effectiveness and accuracy.

Work with training and operations to coordinate multi-skill training for agents; plan all training for the

organization.

Deploy and manage workforce management software and/or other workforce management technologies.

Develop and implement policy and process enhancements to provide increased productivity, higher

customer/employee satisfaction and reduced costs.

Responsible for understanding and complying with all policies, procedures, and regulations relating to job

duties.

Perform other duties as assigned by management.

Work independently with minimal supervision.

5 years of Workforce/Process Improvement experience required; inclusive of 2 or more year directly managing staff in a similar function required.

5 years customer care and/or call center with project management and/or process development experience preferred.

Prior experience with EWFM, Aspect, and IEX.