Executive Workforce Optimization Manager
5 days ago
Job Summary
iQor is seeking a highly experienced Executive Workforce Optimization Manager to lead our workforce management team. As a key member of our leadership team, you will be responsible for ensuring that our resources are aligned with client forecasted call volume while meeting key performance indicators (KPIs). This role requires strong leadership skills, excellent communication, and analytical abilities.
About the Role
This position oversees various administrative duties to ensure accurate reporting, including maintaining training plans, participating in client calls, and reviewing forecasting and scheduling processes. Additionally, you will manage diverse teams of analysts in multiple locations and perform other duties as assigned.
Responsibilities
- Develop and maintain comprehensive training plans to ensure adequate staffing resources meet client forecasted call volumes.
- Participate in client calls to review forecasting and scheduling strategies.
- Provide regular reporting on intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPIs are met.
- Recommend and execute staffing and scheduling modifications on an intraday, daily, weekly, and monthly basis to meet KPI targets.
- Ensure off-the-phone activities for agent populations are scheduled without impacting KPI performance and properly reported in scheduling systems.
- Oversee forecasting and scheduling processes, including vacation day approvals, schedule change approvals, and new hire schedules.
- Manage administrative tasks, such as ID administration.
- Lead diverse teams of WFM analysts in multiple locations.
- Perform other duties as assigned.
Requirements
To succeed in this role, you should have:
- A minimum of 8-10 years of work-related experience.
- Prior work force management experience, including forecasting, staffing, and scheduling, with at least 3 years of experience.
- Prior call/contact center experience with at least 3 years of experience.
- Strong oral/written communication skills.
- Prior supervisory experience with a team of 5 or more direct reports.
- Excellent presentation skills.
- High proficiency in Excel.
- Strong mathematical and analytical skills.
- Ability to multitask, prioritize, and delegate deliverables.
- Confidentiality maintenance skills.
- Working knowledge of IEX.
Compensation Package
We offer a competitive salary range of $95,000 - $120,000 per annum, depending on experience, along with benefits such as health insurance, retirement plan, and paid time off. Estimated base salary: $100,000 USD.
Benefits
iQor offers a comprehensive benefits package to support your physical and mental well-being, including health insurance, dental, vision, 401(k), flexible paid time off, and more.
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