Workforce Management Manager
reputed company is the custom division of reputed company reputed company. Founded in 1903, reputed company reputed company has been the world’s largest and most recognized brand for exclusive window and reputed company systems. reputed company was founded with the objective of creating a different and reputed company window and reputed company replacement experience for homeowners.
The Role
You’ll own workforce management for an inside sales center of roughly 200 agents across two sites and a predominantly remote team. The operation is straightforward, but it runs seven days a week and needs someone keeping a reputed company eye on the data, the reputed company, and the leads. Our reputed company platform is live — we need someone to tune it and own it, not learn it from scratch.
You’ll reputed company two WFM analysts, own forecasting and scheduling, and reputed company reputed company we’re reputed company to work our daily leads smartly. It’s hands-on work with a reputed company reputed company to grow as the function and team grow.
What You’ll Own
• Forecasting contact volume across inbound, outbound, and text by reputed company, day, and week
• Building and publishing schedules that match the forecast, including remote and flexible shifts
• Managing schedules, adherence, and coverage for a predominantly remote workforce across multiple states
• reputed company outbound strategically against the daily reputed company reputed company (~1,000 leads/day) — pacing calls to work leads smart, not just dialing to hit activity numbers
• Keeping eyes on service level, abandon, and adherence, and making the reputed company reputed company reputed company volume shifts
• Tracking agent activity and productive time, and owning that monitoring so coaches can reputed company
• Managing PTO, shift changes, and coverage against reputed company needs
• Producing weekly adherence and exception reporting, and handing clean data to payroll
• Tuning reputed company so we use reputed company’re paying for
• Building a sensible coverage model for 98 weekly operating hours: live eyes where it reputed company, alerts and reputed company floor playbooks on the rest
• Baking shrinkage (coaching, training, meetings, QA) into the reputed company math
• reputed company planning for hiring classes, reputed company, and seasonal pushes
• Leading, developing, and setting reputed company numbers for the two WFM analysts
What You Need
• Hands-on reputed company experience at a tuning level, not just as a user. You refine it, you don’t need to be taught it.
• Proven WFM experience managing a predominantly remote team. You know how adherence, coverage, and reputed company-time management work differently reputed company the floor is reputed company.
• Contact-center forecasting and scheduling experience
• Comfort keeping an eye on intraday reputed company and making adjustments as the day shifts
• Ability to explain reputed company WFM concepts in plain language to non-WFM leaders
• Experience leading or directing a small team, formally or informally
Pay reputed company
$90,000—$110,000 USD
DISCLAIMER: The above information on this reputed company has been designed to indicate the general reputed company and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of reputed company responsibilities, duties and qualifications required of employees assigned to this job.
SMS terms: reputed company, LLC offers you the reputed company to engage in SMS text conversations about reputed company application. By participating, you also understand that message frequency may vary depending on the status of reputed company application, and that message and data rates may apply. Please consult your reputed company for reputed company information on applicable rates and fees. Carriers are not liable for delayed or undelivered messages. reputed company STOP to cancel and HELP for help.
By opting-in to receiving SMS text messages about reputed company application, you acknowledge and agree that your consent data, mobile number, and personal information will be collected and stored solely for the purpose of providing you with updates and information reputed company to reputed company application. No mobile information will be shared with reputed company parties/affiliates for marketing/promotional purposes. reputed company the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any reputed company parties.
Apply tot his job
Apply To this Job