Manager, WFM Central Services (#25603347)

The Workforce Management Central Services Center Manager provides strategic direction and leadership to the Results WCSC in the areas of Real Time Monitoring, Call in Process, Roster Management, Password Reset Processes, Intraday Attendance Updates, WFM Tools Exception Coding, and other WFM process-oriented functions.

• Motivate, inspire and lead WFM Central Services Supervisors.
• Identify future Workforce Management leaders and develop the bench strength
• Identify and utilize employee strengths, while developing areas of opportunity.
• Develop strong relationships with internal WFM and external customers
• Collaborate, gain agreement, and communicate multiple competing priorities
• Consistently address performance or disciplinary concerns according to company policy
• Have regular team meetings and organize team engagement/team building activities
• Quality control team deliverables observing the highest level of accuracy within agreed upon timelines
• Oversee processes and consistently implement continues improvement strategies in every aspect of the function, provides customer service, technology, and professional development to the team.
• Create and implements strategies to improve productivity within the WCSC team while keeping morale high and costs at the minimum.
• Track and report WFM metrics such as attendance, AUX usage, other call metrics
• Maintain and ensure accuracy of roster management processes
• Facilitate timely processing of password resets and other process specific functions assigned
• Manage intraday call outs and other aux abuses
• Ensure quick resolution in resolving customer complaints and escalated issues related to team
• Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
• Develop benchmarks using metrics, industry standards and original concepts
• Configure data gathering systems, designs and develops new templates that aims to provide value add and or further optimize resources.

• Develop an engaged culture that is passionate about Workforce Management
• Develop and inspire a team
• 5+years in leadership experience
• 3+ years previous Contact Center Workforce Management experience.
• Great verbal and written communication skills
• Broad knowledge of inbound contact center environment
• Multi-task in a professional & courteous manner
• Enjoy fast pace and challenging/target driven environments
• Identify and communicate process recommendations
• Strong technical documentation, problem solving and analytical skills
• Must be able to work various shifts, overtime, and holidays in a 24x7 operating environment
• Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process
• BA/BS or equivalent Workforce Management &/or Call Center Leadership.
• Must be highly proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required. Work various shifts, over time and holidays in a 24x7 operating environment
• Demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process
• At least 2 years college education &/or 2 years Call Center Experience.
• Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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