Workforce Manager

Work at Home
Immediate

Job Description

Grow with a company that is passionate about helping you maximize your full potential. Become a part of transforming customer and client experience through the utilization of our innovative work from home technology. At BroadPath we believe in assuming the highest intention for others, our employees are empowered through their voices which helps us to continue shaping the emerging future, bringing innovation, and flexibility to the Work from Home Industry. BroadPath is currently hiring a Workforce Manager! The Workforce Manager will oversee a team of WFM Analysts who are responsible for planning, managing, reporting, and analyzing client services workload. They monitor all issues that impact service levels and take actions to resolve or reduce the impact. Our Workforce Manager performs operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling, and workforce management functions including operational situations that can impact productivity such as tool or system outages. In this role, you will experience a wide range of problem-solving situations that require immediate real-time intervention.

Responsibilities

  • Manage the existing WFM Analyst Team remotely, while providing ongoing support and oversight of the day-to-day call center operation as it relates to schedule adherence and call center performance
  • Monitor the training, development, and performance of employees; provide consistent coaching and feedback
  • Coordinate activities of team members to ensure efficient and quality execution of their responsibilities
  • Create short-term and intermediate-term workload forecast and schedule for client services resources
  • Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets (employee base is 3000+ during peak times, 1000+ during “off” season)
  • Generate and automate daily, weekly, monthly, and quarterly workforce productivity and adherence reports using WFM and contact center tools (Calabrio, N.I.C.E IEX, Avaya, CMS, Five9, Skype for Business)
  • Communicate effectively to managers and employees as required to manage workforce
  • Work successfully from your home office in a virtual role as a call center WFM Manager

Basic Qualifications

  • 4 years of previous experience managing a call center WFM Team 
  • Previous successful experience managing employees remotely
  • Previous experience managing multiple accounts simultaneously in a high-volume environment
  • Demonstrated outstanding communication (written, verbal and listening) skills, intuition, and follow-through; combined with a caring attitude
  • Ability to effectively present information and respond to questions from management, peers, and employees
  • Possesses the ability to quickly learn software applications
  • Strong organizational skills with ability to multitask and prioritize
  • Intermediate to Advanced proficiency with Microsoft Excel, Word and PowerPoint
  • Must be comfortable with using and adapting to new and existing technology
  • Ability to multi-task and prioritize while completing high profile tasks or deadlines
  • Experience conducting data analysis and ad-hoc reporting preferred
  • Previous knowledge and experience working in Calabrio, Avaya & N.I.C.E