Senior Workforce Planning and Analytics Manager
- Salisbury, MD, United States
- Full-Time Customer Service
- Job # 506971
- Date posted - 2019-01-31
What you’ll be doing...
Responsible for Workforce Planning and Analysis Intraday Management for Verizon Consumer Call Centers. Responsible for interacting with the VCM leadership team to oversee the workforce planning, call routing and delivery, scheduling and payroll of the Consumer, and Multi-lingual centers. Must have a comprehensive understanding of scheduling and forecasting in a large team environment, including Time-off Management andcurrent labor contracts. You will partner with internal and external field teams to deliver a quality customer experience and drive key initiatives to meet overall business results across Verizon Consumer Markets Sales and Service.
- Host daily coverage calls to review staffing gaps and service level targets, Analyze the data to determine areas of opportunity.
- Create and maintain executive-level presentation for strategy and transformation initiatives, operational reviews, business unit reviews.
- Meet strict deadlines, manage multiple requests simultaneously while working in a fast paced and team-oriented environment.
- Transform the role of analytics from a decision support role to decision guidance through proactive data management, analysis and ideation.
- Being the liaison between the channel, and National Operations.
- Influence key stakeholders and drive accountability to the agreed upon plans/projects.
What we’re looking for...
You will need to have…
- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant work experience.
- Experience managing a remote team.
Even Better if you…
- Workforce Management Call Center Certification.
- Analytical and strategic thinker, with the ability to translate user needs, business objectives and technology capabilities into our overall best-in-class customer experience.
- Ability to manage cross-functional teams (both internal and external) and drive to a consensus.
- Ability to be a proactive, self-starter and independent thinker capable of clearly communicating your position within various organizational structures.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
