Responsible for monitoring the performance and compliance of established Workforce Planning & Analysis processes and procedures for the Consumer, Business, Multi-lingual, and Technical Support centers for the Internal Call Centers as well as onshore and offshore Global Support centers. A critical function of the position is to ensure the most efficient use of call center staffing resources to meet customer demand for each 15 and/or 30 minute increment, 7 days a week, in an effort to ensure objective answer time results are achieved across 48 intervals.
Responsible for leading a team of resource management supervisors, and/or analysts to ensure productivity, scheduling, and budget objectives are met. Responsible for implementing best practices in workforce management across all sites to ensure consistent processes and procedures. Also responsible for conducting operational meetings to assess results and performance, training readiness and completion, daily shrinkage plan, and impacts to real-time adjustments and changes.
Responsible for providing training, coaching, and development to supervisors, analysts, and associates as needed, and must ensure adherence and compliance to national workforce management policies and procedures in all sites. Also responsible for recruiting, hiring, and managing workforce analysts across all sites and must manage the team to optimize performance.
Responsible for analyzing and reviewing current practices and results for trends and opportunities for improvement, and must assist with the quick execution of executive communication regarding action plans to correct declining trends of call center performance and/or national events that impact call workload.
Responsible for providing reports and updates to executive and regional management teams, and also accountable for leveraging technology to deliver technical solutions to make existing processes more efficient, as it relates to re-engineering processes and controls based on a risk based approach.
Responsible for leading the effort to gather requirements for necessary system enhancements, and responsible for performing user acceptance testing for production releases, and for estimating associated cost-savings related to project deployment and implementation.
Responsible for working with specialty software as it relates to validating data feeds to ensure proper data collection with the IEX and Aspect work force management systems, as well as validating the data feeds of our Global Call Centers to ensure accurate reporting and metrics.
Responsible for conducting adhoc analyses and managing reporting and metrics as it relates to developing, analyzing, and producing daily, weekly, and monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisions. Directly accountable for authorizing the CSSC, BSBC, Multi-lingual, Technical Support and Global Call Centers to initiate force adjustments within their individual offices in an effort to achieve optimum force utilization.
Responsible for developing and implementing contingency staffing models. Must coordinate with workforce analysts and call center managers across sites to identify opportunities for service improvements and cost efficiencies across sites. Also directly accountable for identifying and correcting training and staffing gaps, program opportunities, and implementing and executing action plans to improve operational results
- Bachelor’s degree or equivalent work experience
- Call Center School Certification and/or formal education in Call Center Management
- Must also have at least 5+ years of workforce management experience.
- Must be flexible and willing to work flexible shifts, including holidays, mornings, evenings, and overnight shifts based on the needs of the business.
- Requires technical knowledge of Genesys Call Routing, Avaya Automatic Call Distributor, Cisco Networking Software, Afiniti Call Routing Software, Internet Protocol and Gateway Routing, as well as proprietary Verizon call routing and management technologies
Excels in critical leadership skills such as project management, planning, prioritization, and communication. Experience with delivering results to meet or exceed performance and financial goals. Proven to be highly self-motivated and possess experience operating independently in a virtual management environment. Ability to deliver performance through influence. Must have strong Excel and Power Point skills, and experience giving formal presentations. Must also have at least 5 years of force management, force administration, and forecasting experience, as well as experience working with the IEX / CMS work force management systems.
Additional skill sets must include excellent verbal and written communication skills, strong math skills, experience working with graphs and charts, and strong interpersonal and leadership skills. Must also have the ability to interact and communicate with various centers, and demonstrate strong organizing, planning, analytical, and critical thinking skills as well. Additionally, decision-making and flexibility skills must be well developed to react to frequent operational changes and adjustments. From an interactive perspective, must interact with multiple cross-functional teams. Must also demonstrate an understanding of the principles, theories, and concepts of workforce management ideals, and must partner with various cross-functional teams to gain sign-off and consensus on various projects and other work force management initiatives.
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