Workforce Management & Optimization Senior Manager - North America Consumer Services
- 📁
- 📅
- 12 Total Views
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.