Assistant Manager Workforce Management

LOCATION
Remote
 
SCHEDULE
Full Time Mon-Fri hours will vary between 6 am to 8 pm. Typical shift 9 am to 6 pm. To be discussed in interview.

To be effective, an individual must be able to perform each job duty successfully. 

• Manages and directs workforce team members. Ensures the team meets its goals and objectives through effective hiring, performance management, coaching and career development. Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include: Interviewing, hiring, and training employees; addressing complaints and resolving problems. 

• Supervises team’s success and acts as a subject matter expert in all workforce matters processed by the team. Coaches and mentors team members in these areas. 

• Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. 

• Provides support in managing agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met. 

• Provides support in monitoring daily call volume, average handle time (AHT) and staffing requirements to ensure call volume is in compliance to forecast. Monitors Real Time adherence and call statistics to ensure on/off phone activity is managed efficiently throughout the day. 

• Monitors member volume and staffing requirements on frequent intervals to ensure accurate staffing models for call volume. 

• Monitors and reviews team performance against service level agreements, initiating improvement actions when opportunities are identified. 

• Prepares and presents reports regarding forecasts, trends, and process/procedure recommendations to management. 

• Assist the WFM Manager in implementing new tools, technologies, or strategies to improve WFM operation. 

• Demonstrates professional behavior, team work, punctuality, dependability, and adherence to company policies & procedures 

• Performs other duties as assigned 

KNOWLEDGE, SKILLS, and ABILITIES 

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 

Experience  

5+ years of similar or related experience 

Experience with NICE CX One, IEX or similar Workforce Management Tools 

Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs) 

Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely 

Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams 

Advanced skills in Microsoft Office (specifically Excel) 

Experience reviewing data visualization tools/dashboards. 

Education 

Two year degree or equivalent experience. Four year degree preferred, in business, statistics or related field, or equivalent experience.  

Licenses, Certificates, Registrations 

None 

Computer/Office Equipment Skills 

Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel. 

Managerial Responsibility 

• Has managerial responsibility for a group of employees with diversified functions. 

• Ability to lead, coach, and develop staff. 

• Inside-out coaching experience/certification is a bonus. 

• Estimates personnel needs and assigns work to meet these needs. 

• Supervises, coordinates, coaches, and reviews the work of assigned staff. 

• Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action. 

Other Skills and Abilities 

• Abilities usually acquired in three years of Call Center Supervisory experience. 

• Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions. 

• Must have the ability to coach and direct the work of others to provide quality service. 

• Must have basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment. 

• Must have the ability to supervise and lead others to provide quality service. 

• Must have the ability to sell financial services and train and coach others in referring to the products. 

PHYSICAL ABILITIES / WORKING CONDITIONS 

Physical Demands 

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Extended periods of sitting. 

Vision Requirements 

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted 

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally 

Environmental 

There are no unusual environmental factors. Typical office.

Noise Environment 

Moderate noise (business office with computers and printers, light traffic)