Full-Time

Sr Manager

Workforce Management

Confirmed live in the last 24 hours

Constant Contact

1,001-5,000 employees

Digital marketing suite for small businesses

Consulting

Consumer Software

Senior

Waltham, MA, USA

Required Skills

Communications

Management

Tableau

Salesforce

Customer Service

Requirements

Minimum of three years manager-level experience overseeing a contact center Workforce Management Team in multiple, high volume (200+ agents) contact centers.
Well-defined internal and external customer-centric approach to workforce management.
Proven ability to manage and develop analysts, driving performance using appropriate and measurable goals, while maintaining a positive working environment.
High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
Excellent verbal and written communication skills, as well as presentation skills.
Excellent interpersonal skills, will interact with executive and senior management, vendors, internal customers, and staff at all levels.
The ideal candidate will possess a high level of time management, accuracy and discipline.
Excellent analytical and problem solving skills. Must be able to identify root causes of problems and develop data based solutions.
Proficiency with Excel and Google Suite required.
Experience with outsourcers and managing vendor relationships required.
Experience in Omni-channel queue management required (calls, chats, emails, cases).
Proficient in ACD technology. Five9 experience preferred.
Proficient in Salesforce reporting and queue management.
Proficiency using contact management and workforce management software and reporting tools. Examples include Genesys, Five9, NICE WFM, Tableau

Responsibilities

Prepare short and long term forecasting and staffing models for various lines of business to meet service goals.
Recommend changes to contact center resources based on trend analysis to achieve performance objectives.
Provide analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance.
Coordinate all reporting related to Workforce Management
Work cross-functionally to plan for and track major organization-wide initiatives that drive volume
Identify and recommend plans to increase the level of customer service and/or efficiencies.
Work closely with business leaders and finance business partners on budgetary exercises.
Manage workforce management systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies. Serves as the resident expert on Workforce Management software package.
Effectively and continuously communicate successes and opportunities
Proactively identify and communicate trends and events which impact customer contact behavior to the entire organization
Provide real time and historical reporting
Manage a staff of 3 analysts

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

As the Senior Manager of Workforce Management, you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300+ person global Customer Support contact center. This position plays a key role in supporting the contact center’s mission to provide our customers with a world class experience while driving efficient utilization of our resources. This position reports to the VP of Customer Support and Operations and serves as a close business partner to the frontline customer support management team.

What you’ll do:

Prepare short and long term forecasting and staffing models for various lines of business to meet service goals.
Recommend changes to contact center resources based on trend analysis to achieve performance objectives.
Provide analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance
Coordinate all reporting related to Workforce Management
Work cross-functionally to plan for and track major organization-wide initiatives that drive volume
Identify and recommend plans to increase the level of customer service and/or efficiencies.
Work closely with business leaders and finance business partners on budgetary exercises.
Manage workforce management systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies. Serves as the resident expert on Workforce Management software package.
Effectively and continuously communicate successes and opportunities

Proactively identify and communicate trends and events which impact customer contact behavior to the entire organization
Provide real time and historical reporting

Manage a staff of 3 analysts

Who you are:

Minimum of three years manager-level experience overseeing a contact center Workforce Management Team in multiple, high volume (200+ agents) contact centers.
Well-defined internal and external customer-centric approach to workforce management.
Proven ability to manage and develop analysts, driving performance using appropriate and measurable goals, while maintaining a positive working environment.
High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
Excellent verbal and written communication skills, as well as presentation skills.
Excellent interpersonal skills, will interact with executive and senior management, vendors, internal customers, and staff at all levels.
The ideal candidate will possess a high level of time management, accuracy and discipline.
Excellent analytical and problem solving skills. Must be able to identify root causes of problems and develop data based solutions.
Proficiency with Excel and Google Suite required.
Experience with outsourcers and managing vendor relationships required.
Experience in Omni-channel queue management required (calls, chats, emails, cases).
Proficient in ACD technology. Five9 experience preferred.
Proficient in Salesforce reporting and queue management.
Proficiency using contact management and workforce management software and reporting tools. Examples include Genesys, Five9, NICE WFM, Tableau

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$93,200—$139,800 USD

Why You’ll Love Us:

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we’re always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
Join the experts. If you’re passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Constant Contact

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Constant Contact provides a comprehensive digital marketing suite designed specifically for small businesses, encompassing tools for email marketing, SMS marketing, social media marketing, and marketing automation. This focus on empowering small businesses to expand their audiences and increase sales makes it a highly valuable workplace for professionals in digital marketing and technology. The company's specialized services in seamless marketing automation and multi-channel engagement position it as a leader in the digital marketing industry, offering employees a platform to innovate within a vital sector.

Company Stage

Private

Total Funding

$434M

Headquarters

Waltham, Massachusetts

Founded

1995

Growth & Insights

Headcount

6 month growth

↑ 0%

1 year growth

↓ -3%

2 year growth

↑ 22%