We are looking for a determined, self-motivated and passionate leader who wants to make a difference in people’s lives and achieve their own personal and professional goals as our Workforce Manager. This position will support national programs from our Arizona Offices; provide strategic leadership over the workforce planning and real time management for call activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. 


Principal Duties and Responsibilities:
 

• Ensure scheduling tools are leveraged to maintain an efficient workforce.
• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes.
• Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners.
• Advise Site Directors regarding balancing work volume; collaborate with Directors across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller. 
• Partner with Site Directors and Operational VPs regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.
• Analyze, develop action plan and resolve service delivery and / or service level issues. Manage all scheduling- related communications to the site. Ensure workforce scorecard including adherence is led in bimonthly sessions. 

Requirements:
 

• BA / BS degree and/or 5+ years of experience working in a call center or production environment. 
• Understanding of call center planning and routing software and programming requirements (Knowledge of Human Resource policies and procedures. 
• Minimum of 5 years of experience in Workforce Management. 
• Workforce software experience, preferably with IEX / NICE or comparable.
• Business focus to understand company's vision, mission and strategy to achieve long and short term goals.