Workforce Management Manager - Arakelian Enterprises Inc
Overview
Lead the workforce management function for the Athens Support Center, owning strategy and execution of forecasting scheduling and capacity planning across all customer interaction channels. Drive service level attainment staffing efficiency and forecast accuracy while balancing operational costs and employee experience. Serve as primary owner of Genesys Cloud Workforce Management and partner with leadership to translate demand into actionable plans. This role offers a competitive salary and benefits package in a dynamic environment.
What You'll Do38
- 1Lead and coach the workforce guardrails including forecasting scheduling and real-time analyst development
- 2Build workforce management capability through training documentation and knowledge sharing
- 3Establish and govern WFM policies SOPs and best practices
- 4Serve as escalation point and senior subject matter expert for workforce management matters
- 5Own end-to-end forecasting strategy using historical data and business trends
- 6Direct demand analysis across channels to define staffing requirements
- 7Set staffing models and targets supporting service levels occupancy and customer experience goals
- 8Lead annual workforce planning and headcount recommendations with finance and leadership
- 9Own scenario and capacity modeling for volume shifts city growth and business initiatives
- 10Oversee optimized schedules within Genesys Cloud WFM across all pods and channels
- 11Govern shift bids schedule adjustments time off and intraday staffing processes
- 12Drive schedule efficiency reduce overtime and protect employee experience
- 13Maintain adherence standards and hold operations accountable
- 14Account for real-time performance and staffing outcomes across all customer interaction channels
- 15Analyze service level occupancy queue shrinkage and adherence trends and drive corrective actions
- 16Serve as primary owner and administrator of Genesys Cloud Workforce Management
- 17Define and maintain forecasting models staffing groups and schedules
- 18Lead platform enhancements and continuous improvement with IT and vendors
- 19Ensure data integrity governance and accurate workforce reporting
- 20Own ASC reporting suite providing daily weekly monthly and executive insights
- 21Establish track and hold operation accountable to KPIs such as service level schedule adherence average speed of answer shrinkage average handle time forecast accuracy occupancy abandonment rate agent utilization staffing variance
- 22Translate complex workforce data into actionable insights for senior leadership
- 23Identify trends risks and opportunities to improve performance and cost efficiency
- 24Lead workforce and capacity planning for operational improvement initiatives
- 25Partner cross-functionally on projects impacting customer experience and operational performance
- 26Champion WFM best practices and industry standards across the organization
- 27Require Bachelor’s degree in Business Operations Management Analytics Finance Mathematics Statistics or related field
- 28Equivalent combination of education and WFM experience acceptable
- 29Experience 5+ years in contact center WFM including 2+ years leading a team or managing a WFM function
- 30Proven success with cloud contact center platforms especially Genesys Cloud WFM
- 31Track record of driving service level and efficiency outcomes through workforce strategy
- 32Expert knowledge of workforce management principles methodologies and best practices
- 33Strong people leadership coaching and team development abilities
- 34Advanced analytical skills Excel and BI tools proficiency
- 35Deep understanding of Erlang C/A staffing methodologies and capacity planning models
- 36Excellent communication and stakeholder management including presentations to senior leadership
- 37Ability to translate complex data into strategic business insights
- 38Strong organizational skills sound judgment and ability to lead multiple priorities in a fast-paced environment
Requirements13
- 1Education Bachelor’s degree in Business Operations Management Analytics Finance Mathematics Statistics or related field preferred
- 2Equivalent combination of education and WFM experience
- 35+ years of WFM experience in a contact center environment including 2+ years leading a team or owning a WFM function
- 4Proven experience with cloud contact center platforms preferably Genesys Cloud Workforce Management
- 5Track record of building forecasts schedules and staffing models meeting service level objectives
- 6Experience supporting multi-channel and multi-site operations
- 7Demonstrated success driving service level and efficiency outcomes through workforce strategy
- 8Expertise in Excel and reporting BI tools
- 9Understanding of Erlang C/A staffing methodologies and capacity planning models
- 10Strong communication and stakeholder management skills
- 11Ability to translate complex data into actionable insights
- 12Excellent organizational skills and sound judgment
- 13Experience translating complex data into strategic actionable business insight
Salary Insight
$110 - $145k per year
Location
Required Skills
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