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Senior Manager
Workforce Management, Atlanta, GA
Confirmed live in the last 24 hours
Locations
Buckhead, Atlanta, GA, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Leadership
Management
Research
PowerPoint/Keynote/Slides
Requirements
  • Minimum 5-8 years workforce management or call center operations experience
  • Minimum 5-8 years using a WFM software (Aspect, Calabrio, Genisys, or Nice)
  • Minimum of 7-10 years of Leadership experience
  • Experience in the travel or airline industry
  • Experience in high volume inbound contact center environment
  • Deep understanding of call center efficiency levers (Service Level, Occupancy, etc)
  • Strong mathematical, analytical, communication, organization, and presentation skills
  • Proficient in Word and Excel or Google Suite, experience in PowerPoint or Presentations
  • Experience working with stakeholders to understand business requirements
  • Motivated to work hard in a fast-paced, ever-changing technology environment
  • Team player, ability to work flexible shifts in a global environment to meet business goals
Responsibilities
  • Represent the business in workforce planning, capacity planning, and hiring/staffing strategy
  • Key interface with internal & external business partners - business-specific vendors - to ensure appropriate support infrastructure in place to deliver expected results
  • Analyze historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle
  • Manage all over/under capacity to maximize utilization while protecting service levels
  • Own the overall setup, administration of Workforce Management systems, tools, and internal and externally focused reporting
  • Responsible for training, managing, coaching, developing, coordinating, and evaluating direct and indirect reports
  • Mentor managers on how to coach and deliver feedback to individual contributors
  • Mentor team members on WFM concepts for professional growth and development to create a high performing team
  • Develop and maintain new hire and continuous learning plans for WFM team
  • Develop, operationalize, and track WFM team performance goals
  • Create regular reporting, telling the story of our success and defining opportunities
  • Working with stakeholders on awareness, owning and driving improvements
  • Research new technology that supports our vision that will drive improvements, customer success and operational efficiencies
Trip Actions

1,001-5,000 employees

Travel & expense management solution
Benefits
  • Flexible vacation
  • Healthcare: medical, dental, & visiion for you and your family
  • Commuter benefits
  • Parental leave
  • Health & wellness stipend
  • Pet friendly
  • 401k
  • IATAN: travel related discounts
  • Connectivity Allowance
  • Learning & development allowance
Company Core Values
  • Focus on Users
  • Tech-Forward Solutions
  • Lead with Context
  • Communicate with Candor
  • Raise the Bar
  • One Diverse Team