Contractors’ Warehouse —
Services Workforce Manager

Position Purpose:

The Services Workforce Manager is responsible for leading one or more areas of the Services Workforce Management organization to include historical, intraday, and future-oriented concentrations. Direct reports may be responsible for development and maintenance of planning models, execution strategy, historical forecasting, insightful analysis, or administrative functions. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. To be successful in this position, one should expect varied and unexpected day-to-day responsibilities requiring partnership with associates in Analytics, Finance, Recruiting, HR, Operations (field and corporate). Incumbents are expected to review and validate often complex staffing or costing models, Excel-based formulas, call routing and agent skilling logic, etc. The manager is instrumental in fostering a culture of engagement and responsibility, developing a team of analytical professionals, and continual process improvement.

Key Responsibilities:

• 40% Lead and mentor analytical professionals responsible for making large scale decisions affecting entire teams or lines of business. Drive data-driven decision making logic with respect to staffing, scheduling, and real-time levers. Clear roadblocks that prevent team members from delivering results.
• 20% Review, validate, and question forecasts, plans, and analyses completed by direct reports. Challenge assumptions, identify trends, and communicate findings to senior leaders.
• 20% Develop and/or interpret analysis output and presentation material for delivery to leaders at all levels. Serve as a subject matter expert, providing opinion and guidance that may not be popular or traditional if appropriate.
• 10% Continually identify improvement opportunities with documentation, processes, models, etc. and challenge direct reports to improve efficiency and/or effectiveness.
• 10% Leverage varied resources to find alternative and creative solutions to business problems. Develop hypotheses, testing strategy, implementation planning, validation.

Direct Manager/Direct Reports:

• Reports to a Sr Manager, Services Workforce.
• This role has 5 direct reports.

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Master's Degree in business, finance, human resources, or similar field
• Critical thinking and problem solving skills; ability to weigh relative costs and benefits, choose the most appropriate option, and create
• business justification, and influence others
• Experience leading teams through extensive change
• Extensive experience developing insightful presentations intended for senior-level leadership using Microsoft PowerPoint
• Familiarity with Verint Impact 360, Avaya CMS, and Salesforce
• Project management experience or certification with preference towards Agile
• Prior experience leading diverse teams or teams of analytical professionals.
• Prior Workforce Management experience in a large, multi-site, multi-channel Contact Center environment.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Strong leadership skills
• Demonstrated ability to deal with ambiguity, lead through change, and conflict resolution
• Ability to communicate with all levels of leadership
• Demonstrated ability to develop effective business relationships and build consensus
• Strategic thinking with a strong operational background in implementation of new programs and change management
• Experience developing complex formulas and managing forecasts / staffing models in Microsoft Excel or specialized applications
• Sound business judgment, analytical skills and ability to effectively manage issues and risks
• Effective consulting and facilitation skills