Workforce Manager

US-TX-Fort Worth
Req No.
2017-1396
Category
Banking/EFT/Financial Services
Type
Full-Time

Overview

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.

 

 

Qualifications

Scheduling

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.

  • Oversee the administration of the call center's vacation allocation including annual and month-to-month management of allotments and approvals.
  • Creation and maintenance of long-term scheduling process to ensure optimal utilization of call center resources including center-wide skills-based schedule creation, bids/changes.

 

 

Reporting

 

  • .Assist in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents to ensure the goals of the organization are met
  • Obtain a thorough knowledge of all data repositories to ensure dashboards are accurate and include appropriate data to drive desired results

 

  • Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training.

 

Technology Administration

 

  • Responsible for database administration of the Workforce Management software including policy and procedures, operating structure, and information flow.

 

SUPERVISORY FUNCTIONS AND RESPONSIBILITIES: includes the following:

 

  • Workforce team lead reports directly to the Workforce Manager.
  • Coaching and developing of workforce subordinates
  • Provides day-to-day supervision to WFM department
  • Foster a positive work environment

 

ESSENTIAL KNOWLEDGE:

 

  • Advance level Microsoft Excel experience (Vlookups, Pivot Tables ect.)
  • Crystal Reports development experience (preferred)
  • Database development experience (preferred)

 

ESSENTIAL SKILLS:

 

  • Professional oral and written communication skills

 

ESSENTIAL ABILITIES:

 

  • Monitor, report, and evaluate adherence/compliance metrics reports
  • Investigate and resolve complex reporting issues
  • Identifies, development and/or make recommendations for process improvements
  • Daily/Weekly/Monthly service level and volume reports

 

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.

 

SERVICE STANDARDS:

  • Responsible for ensuring that exceptional service is delivered to both internal and external clients by “doing what’s right for credit unions.”
  • Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
  • Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.

About Us

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.

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