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Director of Workforce Planning and Optimization

Company: MCI.WORLD
Location: Sioux City
Posted on: November 7, 2019

Job Description:

The Director of Workforce Planning and Optimization will be responsible for identifying solutions in the workforce to improve the nimbleness and resiliency of our staff. Working with our Executive Management team to lead lowering of usage time levers, improve client and internal forecasting, as well as clarity of risk and opportunities to better manage our call centers. This role will be responsible for managing our Workforce Management Specialists. The ideal candidate will possess a high level of time management, accuracy, and discipline. This is both an internal and external-facing role and will develop policies that impact the workforce positively and work with Operational staff to ensure communication of these policies and procedures. This position will require analyzation of real-time and historical contact center performance and identify opportunities to improve performance, identify and manage communication of real-time volumes drives and outages that impact performance and forecasting trends.

  • Managing, continuous improvement and delegating tasks to Workforce Management Specialists.
  • Forecasting call volume demand and other contact demand volumes.
  • Oversee and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.
  • Schedule creation/flexibility/optimization.
  • Trends real-time call arrival patterns and adjusts staffing needs across all locations accordingly
  • Head-count & demand forecasting and planning (future and real-time).
  • Identify call routing anomalies using real-time monitoring applications.
  • Pro-actively identifies and helps resolve call volume interruptions and system outages that impact contact center performance.
  • Escalates contact center interruptions to appropriate Executive Leadership Staff in a quick and timely manner.
  • Ensure that the Contact Center is aware of legal requirements and that work processes are adapted to meet those requirements.
  • Trains team members, managers, and trainers on the use of work-force planning tools.
  • Meet all KPI requirements.
  • Other duties as assigned by the Executive Staff.
    • Associates or Bachelors's degree in computer science, statistics, mathematics, finance, general business, accounting or other related fields.
    • Minimum of 1-3 years of Contact Center experience.
    • Exceptionally organized and detail-oriented.
    • Ability to multi-task and meet competing demands.
    • At least 3 years of scheduling experience preferred but not required.
    • Leader and motivator.
    • Proficiency with Microsoft Office Suite
    • Experience with implementing new software/applications helpful.

Keywords: MCI.WORLD, Sioux City , Director of Workforce Planning and Optimization, Executive , Sioux City, Iowa

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