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Contact Center Workforce Manager

Company: Arbella Insurance Group
Location: Quincy
Posted on: May 10, 2022

Job Description:

Why Arbella?

At Arbella, we're focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive, industry-leading salaries and benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.
Other perks include:

  • On-site gym and fitness classes and one-on-one personal training
  • On-site nurse, nutritional counseling, and mental health resources
  • Full-service cafeterias
  • Free shuttle service to Quincy Adams T Station
  • Tuition assistance programs
  • Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
    • A company committed to community: volunteer opportunities, employee-led community efforts, and the Arbella Insurance Foundation
      • Robust training, mentorship, and professional/personal development programs
      • Colleagues who genuinely care about each other
        Arbella is committed to building a workplace that's diverse, inclusive, and equitable for everyone. We've created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

        It's no wonder our employees have voted Arbella one of the Boston Business Journal's "Best Places to Work" every year since 2009!

        The Contact Center Workforce Manager is a critical member of our leadership team, bringing their creativity and industry knowledge to help guide decisions around workflows, technology initiatives and resource optimization. With the expertise to produces work volume and staffing forecasts, provides scheduling and load balancing recommendations that drive positive service level performance. Strategic and creative, understands the interdependencies of Contact Center measures, able to identify areas for improvement and advocate workforce solutions. The Workforce Manager will have influence in setting department priorities and decision making across multiple teams.

        Our ideal candidate has contact center and leadership experience, strong communication and interpersonal skills and the ability to imagine and deliver strategic initiatives.

        The Workforce Manager operates across multiple contact centers to optimize and enhance resource utilization, business practices and customer contact capabilities. Analyzing real-time and historical data, provides insights and recommendations to improve business trends, processes, service levels and key performance metrics in a customer focused multi-channel contact center environment. The Workforce Manager (WFM) will be responsible for developing staffing models, forecasts and scheduling best practices in support of department objectives. Versed in both technology and industry standards, the WFM monitors trends, environmental factors to anticipate vs react to changing customer behavior and service needs. A subject matter expert, the WFM will represent the contact centers on cross functional projects, system enhancements, vendor selection, IVR design and other technology initiatives.

        This role reports administratively to Manager of Analytics, in support of Contact Center leadership, requiring limited direct supervision. She/he works collaboratively with multiple teams to ensure process design meets performance objectives.
        • Build and maintain staffing models, derived from analysis of interaction volume, distribution channels and key performance metrics.
        • Develop regular forecasts of workload including long-range strategic, medium term business planning and short-term operational staffing requirements and scheduling.
        • Monitors real-time (intra-day) contact center(s) performance, scheduling and allocation of resources to optimize results and achieve business objectives; communicating and coordinating with leadership to achieve service objectives.
        • Conduct detailed variance analytics of KPI and identify key business drivers. Research, forecast and report on demand drivers and environmental changes. Review forecasts for accuracy at different levels and subsets across multiple functional areas, to include measurement points and intraday intervals.
        • Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance.
        • Researches and troubleshoots discrepancies with staff scheduling, performance data, and system issues or enhancements. Provides technical support to the contact centers by analyzing and interpreting data to suggest creative, innovative and proactive solutions to improve performance.
        • Works with analytics team and Operations leadership to standardize metrics, address data quality issues, and ensure conformity and compliance with all aspects of data governance and reporting for the contact centers
        • Partners with Contact Center leadership to provide ongoing analysis of and recommendations to improve call center performance relative to strategic KPIs, including service levels, occupancy, adherence, and customer experience.
        • Identifies business trends, internal and external, that impact service delivery, creating plans and strategies, anticipated staffing, workflow and IVR need/change/enhancement for optimal results.
        • Subject Matter Expert on Workforce Management, Workforce Optimization for Contact Center(s), participating in selection and oversight (liaison) with WFM technology software administration and/or vendors
        • Presents clear, concise and actionable insights to business leaders. Leveraging data, results, knowledge and trends, present impact analysis and recommendations for action/implementationRequirements:
          • 2+ Years' experience in Workforce Management, preferably in multi-channel contact centers.
          • Bachelor degree preferred, or 3 years relevant work experience.
          • Experience with Workforce Management software (scheduling, performance tracking, reporting). Experience with Genesys' PureConnect platform preferred.
          • Highly developed analytical skills for reviewing and analyzing data, communicating actionable information/recommendations.
          • Open to learning and practicing new processes, workflows and software/products.
          • Skills in complex problem solving, judgment, critical thinking and decision making.
          • Ability to be highly organized with an emphasis on attention to detail, timeliness, and accuracy.
          • Works with minimum supervision in a multi-layer, cross functional collaborative environment
          • Sound communication, collaboration and relationship building skills#LI-CL1

Keywords: Arbella Insurance Group, Quincy , Contact Center Workforce Manager, Executive , Quincy, Massachusetts

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