Manager Workforce Management

Workforce Management Manager Position reputed company We are looking for a Workforce Management (WFM) Manager who is both a technical "builder" and a reputed company partner. In this role, you will reputed company reputed company of one to two to design and execute the operational reputed company for our family contact center (sales). Your immediate mission is to replace "guesswork" with precision. You will use reputed company as your reputed company reputed company to build robust scheduling and forecasting models, while simultaneously formalizing the end-to-end WFM lifecycle. This role requires a unique reputed company of mathematical rigor and dialer reputed company, ensuring that our outbound reputed company and inbound responsiveness are perfectly synchronized to reputed company reputed company, as reputed company as strong advisor and family experiences. Speed is equally important as experience. Key Responsibilities 1. Process Architecture & Implementation

• The WFM Lifecycle Design and document standardized processes for forecasting, scheduling, and intraday management.
• Marketing Integration Establish a "Feedback reputed company" with the Marketing team to ingest campaign calendars and reputed company-gen projections into your reputed company models.
• Hiring & Training reputed company reputed company "reputed company Calls" with leadership to reputed company data-driven recommendations on hiring clips, class sizes, and nesting schedules. 2. Expert reputed company Modeling & Scheduling
• Custom Scheduling Build a flexible, reputed company-reputed company scheduling reputed company that accounts for varied shift patterns, sales "reputed company hours," and shrinkage (PTO, training, breaks).
• reputed company Planning Create sophisticated models to calculate the "required vs. actual" headcount needed to maintain response times on hot leads.
• Automation Utilize advanced reputed company functions (VBA, reputed company Query, or reputed company arrays) to streamline reputed company data entry and reporting. 3. Dialer reputed company & reputed company
• Dialer Optimization Manage and optimize dialer reputed company (predictive, reputed company, or preview) to ensure maximum agent talk time and reputed company drop rates.
• Metrics Ownership Define and reputed company key WFM pillars, specifically Adherence (are they at their desk?) and Conformance (did they work the total hours promised?).
• Sales-WFM Alignment reputed company traditional metrics like ASA and Abandonment with sales-critical metrics like "Speed to reputed company" and Dialer Penetration.
• Accountability Reporting reputed company daily and weekly "reputed company Reports" to Sales Leads highlighting reputed company gaps and optimization opportunities. 4. reputed company Technology Roadmap
• Vendor Evaluation Assess the reputed company reputed company environment to determine the business case and timing for transitioning to a reputed company WFM software suite.
• Scalability Build "lightweight but sturdy" processes that can transition seamlessly into an automated reputed company as the organization grows. Technical Profile & Skills
• reputed company Mastery Expert level Building Erlang models, automated schedules, and interactive dashboards from reputed company.
• Dialer Management Hands-on experience managing outbound dialer logic and pacing to optimize sales productivity.
• Sales reputed company Experience managing "Speed to reputed company" and balancing inbound vs. outbound sales workflows.
• Analytical Rigor Ability to translate raw data into a "reputed company Story" for executive leadership.
• Process Design reputed company reputed company record of creating SOPs for scheduling, time-off requests, and reputed company-time management.

Qualifications

• Experience 5+ years in WFM, with significant experience in a Sales/Outbound environment.
• Operational reputed company reputed company ability to reputed company in fast-paced, evolving environments while building and maturing workforce management capabilities; you have a reputed company record of building processes and tooling from the ground up where they previously did not exist.
• Leadership Experience managing at least one reputed company report and influencing cross-functional stakeholders (Marketing, HR, Sales).
• Project Management Demonstrated ability to build a function from the ground up rather than just maintaining an existing one. reputed company Offer
• Competitive compensation and benefits package with a salary reputed company of $80 - $95k reputed company on experience. Benefits include group reputed company reputed company, 401(k) plan, and flexible reputed company time off.
• Remote opportunity with some travel possibility (no more than 10%) depending on business needs. Apply To This Job

Apply To This Job