Responsible for overall WFM delivery, support and execution
The Workforce Management Manager is responsible for providing exceptional service by forecasting call volumes and staffing requirements to ensure resources are maximized across the organization. The WFM Manager conducts quantitative analysis to provide recommendations for developing work force plans. This includes forecasting, capacity planning, scheduling, and change management to ensure that KPIs are met. This position will be a key contact for Managers, Supervisors and Senior Management in regard to service level information and KPI reporting. The WFM Manager is responsible to direct staff in the efficient real time management of workload across the Call Center(s) by maximizing available resources in order to achieve satisfaction, productivity and economic goals.
Participates in meetings with HR/Recruiting, Operations and Training to establish hiring plans based on long term forecasting including creation of hiring plan reporting that accommodates center attrition, hiring and training timelines.
SUPERVISORY FUNCTIONS AND RESPONSIBILITIES: includes the following:
REQUIRED EDUCATION and EXPERIENCE:
Bachelor’s Degree or equivalent experience required Minimum of 10 years of experience in a WFM leadership position. Knowledge of Call Center management best practices Strong functional analytical skills (budgeting, costing) in a call center environment Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases Strong knowledge of workforce management tools and the ability to maintain them. Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels. Ability to work collaboratively on projects and establish and maintain positive working relationships with colleagues and internal clients. Knowledge of and experience with contact center metrics, modeling, reporting and forecasting methods. Highly technical demonstrates the ability to manage own time, activities, and resources. Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.
CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,300 shared branches (with 2,000 self-service locations). Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.