2 days old
2018-05-172018-06-16

Workforce Manager

ADP
El Paso, TX
  • Job Code
    153443
JobId: 153443
Job Title: Workforce Manager
Location: El Paso, TX
Category: Client Service
Employment: Full-Time
Open Date: 2018-05-10T06:09:00Z Close Date: 2023-05-09T00:00:00Z

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The Manager of Workforce Management(WFM) must be a WFM and/or Contact Center Operations expert with an exceptional ability to take initiative, dive deep in WFM operations, and lead a team of Forecasting, Capacity Planning, Scheduling and Real-Time Management analysts. This person is responsible for all aspects of workforce management and optimization for the organization(s) they support, and will be the primary point of contact for Sr. Leaders. The ideal candidate will possess a demonstrated background in planning, optimization and real-time execution in a multi-channel and multi-site service environment, with the ability to think broadly and strategically about client service initiatives, while exercising superb judgment. 

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Success in this role means taking strong initiative, creating collaborative partnerships and connection, demonstrating a high degree of expertise, communicating with impact, and diving deep where needed to take full ownership of WFM deliverables and service results. As a leader in Workforce Management, this person will operate with a high degree of autonomy and must be comfortable working with ambiguity while influencing others in a fast-paced and highly relationship driven environment.

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Responsibilities: 

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  • Lead WFM team to deliver high-quality/high-accuracy Forecasting, Capacity Planning, Scheduling and Real-Time results.
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  • Provide training, coaching and development support to team members in all aspects of Workforce Management.
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  • Build strong rapport and lasting cross-functional partnerships across multiple lines of business.
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  • Be naturally curious and recognize when something is off, diving deep to figure out what is going on, and taking thoughtful action to fix it.
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  • Lead WFM expertise within the organization to deliver accurate forecasting, optimized schedules and dynamic real-time management and execution.
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  • Oversee all details of monthly scheduling and weekly intra-day planning to preemptively recognize and resolve risks to service delivery.
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  • Oversee and remain deeply involved in intra-day real-time management and plan execution taking the lead in times of crisis to see that proper crisis control measures are implemented and managed effectively, owning final results and communicating the same in a timely manner.
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  • Act as a subject matter expert for Workforce Management, particularly in Forecasting and Planning/Scheduling theory that goes beyond a simple understanding of the erlang-C formula and basic WFM processes.
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  • Provide coaching to assigned WFM staff
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  • Maintain team engagement providing recognition and removing team barriers
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  • Manage team performance taking timely corrective action when necessary to assure accountability and drive a highly results oriented and performance driven environment.
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  • Maintain a service orientation so that our clients are your north-star.
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QUALIFICATIONS REQUIRED:

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  • Bachelor's degree in a quantitative or similar field with a combination of experience. (Advanced degree preferred)
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  • 5+ years of experience as a process and people leader in Workforce Management

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  • Deep understanding and expertise in Workforce Management practices, procedures and underlying theories.
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  • A firm comprehension of forecasting fundamentals including seasonality, trend analysis, linear regression modeling and discreet interaction modeling.
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  • Knowledge of contact center telephony (ACD) and similar technologies including, but not limited to, workforce management tools, routing platforms, reporting platforms, etc.
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  • Proven ability to lead team members, coach potential and manage performance.
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  • Exceptional relationship and rapport building skills.
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  • Operational experience in high volume multi-channel, multi-skill and multi-site contact center environments.
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  • Strong commitment to service and WFM support delivery.
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  • Able to work varied hours of the day, including occasional weekends and holidays.
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  • Excellent speaking-listening-writing skills, attention to detail, and a proactive self-starter
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  • Ability to develop and implement new ideas and creative solutions.
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Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
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At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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El Paso, TX

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El Paso, TX

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