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Senior Manager, Workforce Management
Posted on 7/26/2022
INACTIVE
Locations
Phoenix, AZ, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Leadership
Management
Requirements
  • A Bachelor's degree from an accredited undergraduate institution
  • 7+ years of workforce strategy, planning or analytics experience in an inbound/outbound contact center environment
  • 5+ years of operations management experience
  • Experience in capacity modeling, workforce management tools and operational planning methodologies
  • Proven experience leading a workforce management team
  • Possess expert level analytical, problem solving and decision making skills, using data/analytics to get to root cause/improvement opportunities
  • Experience partnering directly with senior leadership to develop workforce strategies
  • Knowledge and experience with building call flow technologies and strategies
  • Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technology with the ability to communicate clearly and concisely
  • Experience with strategic planning and process improvement
  • Expert in Workforce Management software (Aspect expertise is a strong plus)
  • Must be able to read, write, speak, and understand English
Responsibilities
  • Responsible for short and long range capacity management, including forecasting inbound and outbound volume, case work, AHT, shrink, and projecting future hiring needs
  • Create scheduling strategies and plans that optimize resource costs and ensure SLAs are consistently met
  • Analyze workload and staffing impact, assess operations and provide recommendations for increased performance of organizational goals
  • Support senior leaders in the development of workforce plans directly tied to strategic initiatives
  • Analyze historical trends of occupancies and utilization levels of staff use in future planning; determine best time to conduct offline activities while maintaining service levels
  • Maintain strong working relationships with other groups within the organization to ensure efficient and effective problem solving, issue resolution and process optimization
  • Champion new initiatives and analyze business trends for continuous improvement, ensuring new initiatives are measurable
  • Assist in managing department priorities, workload, and resources in support of both ad-hoc requests and strategic analyses
Carvana
Carvana is a leading e-commerce platform for buying and selling used cars.
Company Overview
Carvana is a leading e-commerce platform for buying and selling used cars.