Responsibilities
As an active partner, operate within the Scales Agile Framework (SAFe) as a subject matter expert to develop/implement WFM execution strategies for Workforce Planning.
Achieve TMO targets by working with product owners as a subject matter expert to drive IT and business transformation within the Workforce Management space by supporting the integration of IT/CCaaS/LMS/HR systems into NICE to optimize forecasting, scheduling, intraday planning, real time management, and performance analysis.
Demonstrate operational leadership to plan and execute complex end to end Workforce Management strategies—including capacity planning, forecasting, scheduling, intraday, real-time management and performance assessment,
Support operations across internal staff and external vendor partners for over 600 agents, multiple geographies (Onshore and Offshore), union and non-union, brick and mortar and virtual staff for incoming/outbound calls, email, chat, and social media
The successful candidate must be able to successfully comply with labor laws that govern staffing and scheduling for both union and non-union employees, as well as labor laws that govern scheduling rules for US and non-US territories.
Build collaborative relationships to influence functions/entities that directly impact Customer Delivery workload, budgetary decisions, service strategy, etc. (i.e. Contact center, Marketing, Billing, Finance, Jurisdictions, Operations, IT, Regulatory, etc.).
Ensures process compliance with forecasting and planning obligations and outputs
Incorporate strategic five-year business plans into long-term and short-term capacity plans; build tactical daily and intraday plans to ensure proper flow through of strategy into daily execution and management of the Real Time Command Center
Identify WFM and/or operational process enhancements based on enhanced capabilities provided by the new call center technologies, corporate initiatives, etc.
Build strong business practices and controls to drive predictable results and outcomes
Ensure appropriate mitigation and business continuity plans as needed.
Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Performs other duties as assigned
Complies with all policies and standards
Qualifications
Required education
Bachelor's Degree in Business or related field, or an equivalent combination of education and experience
Required experience
5+ years of progressive workforce management and strategy experience.
A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required. This position requires an in-depth knowledge of call center workforce management and network routing technologies.
Must possess knowledge of contact center staffing, call volume forecasting and deep experience with workforce management tools.
Ability to work with and communicate workforce management strategies with Customer Delivery operational leadership to drive performance towards common objectives.
Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.
A highly collaborative, bright professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity, and credibility.
Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.
Preferred Qualifications
7+ years of workforce management experience
Utility experience
As an active partner, operate within the Scales Agile Framework (SAFe) as a subject matter expert to develop/implement WFM execution strategies for Workforce Planning.
Achieve TMO targets by working with product owners as a subject matter expert to drive IT and business transformation within the Workforce Management space by supporting the integration of IT/CCaaS/LMS/HR systems into NICE to optimize forecasting, scheduling, intraday planning, real time management, and performance analysis.
Demonstrate operational leadership to plan and execute complex end to end Workforce Management strategies—including capacity planning, forecasting, scheduling, intraday, real-time management and performance assessment,
Support operations across internal staff and external vendor partners for over 600 agents, multiple geographies (Onshore and Offshore), union and non-union, brick and mortar and virtual staff for incoming/outbound calls, email, chat, and social media
The successful candidate must be able to successfully comply with labor laws that govern staffing and scheduling for both union and non-union employees, as well as labor laws that govern scheduling rules for US and non-US territories.
Build collaborative relationships to influence functions/entities that directly impact Customer Delivery workload, budgetary decisions, service strategy, etc. (i.e. Contact center, Marketing, Billing, Finance, Jurisdictions, Operations, IT, Regulatory, etc.).
Ensures process compliance with forecasting and planning obligations and outputs
Incorporate strategic five-year business plans into long-term and short-term capacity plans; build tactical daily and intraday plans to ensure proper flow through of strategy into daily execution and management of the Real Time Command Center
Identify WFM and/or operational process enhancements based on enhanced capabilities provided by the new call center technologies, corporate initiatives, etc.
Build strong business practices and controls to drive predictable results and outcomes
Ensure appropriate mitigation and business continuity plans as needed.
Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Performs other duties as assigned
Complies with all policies and standards
Required education
Bachelor's Degree in Business or related field, or an equivalent combination of education and experience
Required experience
5+ years of progressive workforce management and strategy experience.
A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required. This position requires an in-depth knowledge of call center workforce management and network routing technologies.
Must possess knowledge of contact center staffing, call volume forecasting and deep experience with workforce management tools.
Ability to work with and communicate workforce management strategies with Customer Delivery operational leadership to drive performance towards common objectives.
Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.
A highly collaborative, bright professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity, and credibility.
Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.
Preferred Qualifications
7+ years of workforce management experience
Utility experience
