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Workforce Management & Optimization Senior Manager - North America Consumer Services

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Thanks for your interest in the Workforce Management & Optimization Senior Manager - North America Consumer Services position. Unfortunately this position has been closed but you can search our 0 open jobs by clicking here.
Minimum Requirements/Core Competencies:
  • College degree, B.A. or equivalent. 
  • 5-10 years experience working in a contact-center environment.  
  • 3-5 years experience in the WFM field, including forecasting, scheduling, reporting, and real-time management (RTA). 
  • The ability to thrive in a fast-paced, demanding environment.
  • Exceptional verbal & written communications skills.
  • Proficiency with the MS Office Suite of tools (Excel, Word, etc.).
  • Expertise with at least one or more of the following WFM tools: IEX, NICE, or Aspect eWFM
  • A solid understanding of all common WFM & Call Center metrics such as: Service Levels, ABA rates, AHTs, ErlangC etc.
  • The ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-1000 FTEs.
  • A data-driven & process-improvement mindset & attitude.
  • The ability to perform gap analysis, identify business problems & provide solutions to the business.
  • Ability to relocate to the greater Portland, OR area – position is on-site @ Nike WHQ
Successful candidates should also have:
  • The ability to read, understand, & possibly help to negotiate current & future MSAs & SOWs.
  • Familiarity with disaster recovery processes & the ability to help create proper documentation for same.
  • Current knowledge of call center best practices, centers of excellence & up-to-date KPIs
  • A high level of competency to draw conclusions from raw data & make corrections based on the numbers.
  • Demonstrated abilities to persuade/influence people from a diversity of backgrounds &/or opinions.
  • Prior experience co-ordinating call volumes to multiple vendors based on agreed-upon distribution of workload.
  • Ability & desire to learn new systems & proficiency in implementation of new/unfamiliar software tools.
  • Demonstrates the ability to plan for, complete, and implement assignments and responsibilities in a timely manner.