Manager, Workforce Management and Analytics

Jeffersonville, IN 47130

Posted: 08/28/2018 Employment Type: Direct Hire Industry: Help Desk Job Number: 51023

Manager, Workforce Management and Analytics



The Manager of Enterprise Analytics Support is the strategic and financial bridge between Contact Center, Back office functions, and overall operations. The role falls under the umbrella of S.O.S.S (Sales and Operations Support Services). A successful candidate will build strong relationships with both his/her internal customers as well as team to ensure seamless delivery of proactive forecasting and scheduling as well as meaningful, insightful, and actionable weekly, monthly, and ad-hoc analytics. Internal customers will include: Managers and Directors of on-site Operations including but not limiting Contact Center and Back Office functions. The position is responsible for long-term forecasting and capacity planning by analyzing operational performance in the contact center and back office using eWFM tool and/or advanced skill in spreadsheet and analytics support modeling. The position is also responsible for the creation of medium to complex and visual analytic reports, analysis and dashboard to all identified stakeholders. Also, the position analyzes data trends and recommends solutions to the business owners / leadership team.
*Some travel may be required.


Job Details:


Driving Strategy and Continual Improvements (40%)
    • Deliver a cost-effective solutions to contact center and back office resourcing while anticipating the needs of the business and forecasting upcoming business needs and creating flexible solutions to meet the needs of a changing industry.
    • Partner with other teams to understand the key drivers of volume and incorporate into planning.
    • Provide advanced, in-depth analysis of workload factors for business areas with complex and highly multi-skill members contact areas.
    • Highlighting resources issues / opportunities and making recommendations to Executive or Local Management Team.
    • Participate in resource optimization projects.


Administrator of eWFM Tools (10%)
    • Oversee eWFM Tools to ensure proper working order. Escalate issue to the appropriate party when necessary and follow case until resolved.
    • Work with Information Technology in Disaster Recovery scenarios to load historical data or make software adjustments after outages to ensure no data trends are impacted.
    • Keep business units and leadership abreast of any interruptions in service.


Team Management (50%)
    • Plan and direct the work activity for Enterprise Analytics Support team.
    • Document work instructions, process flows and knowledge management materials to ensure accurate depiction of processes and expectation with the team and/or Operations.
    • Document weekly team and 1: 1 meetings with direct reports.
    • Be accountable for each team member meeting performance goals.
    • Ensure staff is appropriately trained and managed. This includes providing feedback, coaching, and assessing performance. Perform hiring and termination activities.
    • Perform other duties and responsibilities as assigned.

    • Associates and/or bachelor’ s degree required.
    • 3+ years’ experience in scheduling, forecasting or capacity planning in a call / contact center environment with advanced utilization data analysis and telephony system tools.
    • 2+ years of Workforce Management Leadership.
    • 2+ years leading a team in an Operations and/or Support environment.

Apply Online

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.