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Workforce Manager

Company: Emerge
Location: Naperville
Posted on: June 19, 2022

Job Description:

We are partnered with a major outsourced call center setting in Naperville. The team is looking to add a Workforce Management Supervisor to help them reach their 2022 goals. You will work collaboratively with leadership and agents alike, to ensure effectiveness of internal and external vendors.The Workforce Management Supervisor will analyze business trends and develop strategic tactics to improve performance and management practices. Gathering data from all levels of HOS and providing recommendations that promote positive change, will the key responsibility of this position. Applying prior knowledge and skills to help foster an environment for growth will be the highlight of this role.REWARDS:

  • Average First Year Salary for this role is $56,000
  • Manage professional development for a team of 5
  • Ability to have a large impact and utilize learned skills
  • Supportive management and room for growthREQUIREMENTS:
    • 1+ years of call center workforce management/real time analysis leadership
    • Desire to coach team members to service excellence required
    • Excellent communication skills, written and verbal required
    • Very strong technical aptitude (WFM software)
    • High School Diploma or GED equivalentRESPONSIBILITIES:
      • Coach and mentor team to optimize performance, drive consistency, and ensure growth of skills.
      • Evaluate and manage staffing resources with multiple sites, products, skill groups and vendor partners.
      • Coordination of business objectives with managers, supervisors, client success, marketing, field operations, technology, business performance, HR, etc.
      • Act as the workforce advocate for Operations Management by communicating staff plans, improvement opportunities and workforce initiatives.
      • Provide updates to the leadership team including key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.
      • Analysis and approval of staffing plans and schedules, monthly workforce, product-partner analysis, and reporting.

Keywords: Emerge, Naperville , Workforce Manager, Executive , Naperville, Illinois

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