Workforce Manager at Epiq Class Action & Claims Solutions in Atlanta, Georgia

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Summary

The Manager of Workforce Management is responsible for forecasting, resource planning, scheduling, and monitoring for Contact Center Operations. The manager will be responsible for leading our WFM function and partnering with operational leaders to meet and exceed our goals for contact service levels, speed to answer, and department billable objectives. The manager will oversee a WFM team with the expectation to grow the team (as needed) as we scale.

The Manager position will help us to optimize capacity planning and productivity for ~700+ Contact Center Representatives. Fast turnaround times, nimble execution, and the ability to adapt to evolving needs are key elements of a successful WFM Manager and Team. Forecasting, capacity planning, scheduling, and real-time adjustments help us to deliver a responsive, world-class contact center experience for our customers and agents alike. The Manager position will work closely with Operations leadership to help us generate forecasts, create and adapt schedules, and balance off-queue activities.

Job Responsibilities

• Continue the build out of our WFM program across main functions (Forecasting, Scheduling, Real-time Operations)


• Partner with the broader Operational leadership team to drive continuous optimization across WFM processes


• Identify, collect, track and improve key performance metrics to manage and improve WFM performance


• Manage a team for real-time monitoring to make adjustments to staffing in queues, and identify coaching on adherence to schedules


• Achieve phone service level goals through high quality forecasting, scheduling and real time management


• Develop high quality forecasts of contacts and run "what if" scenario models to inform short and long-term staffing plans


• Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast & report out on trends and opportunity areas. Work with Operations leadership to reallocate resources as necessary.


• Generate & evaluate scheduling Contact Center Representatives; proactively identify staffing gaps and implement necessary scheduling adjustments


• Oversee scheduling of weekly/monthly off queue activities to minimize impact on SL (ex. training, meetings, outbound campaigns, etc.)


• Build reporting for daily/weekly/monthly summaries on service levels, schedule adherence, productivity & other ad-hoc performance needs


• Analyze statistical data and provide reporting and recommendations that meet our objectives and maximize efficiencies.

Qualifications

• 5+ years of WFM experience, including direct management of a WFM team or function


• Bachelor's degree in Business, Organizational Development, Statistics or related field


• Excellent interpersonal, management, and collaboration skills


• Ability to effectively address any issue in collaboration with others as appropriate; ability to proactively anticipate problems and opportunities and confidence to use initiative to pursue solutions.


• Comfortable building reports, charts, graphs to conduct analysis and share performance data


• Experienced using WFM software platform to manage contact center operations (Genesys, Talk Desk, Calabrio Teleopti preferred)


• Strong analytical and troubleshooting/problem solving skills
  
  
  

  Competencies

  
  

  Integrity – Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

  
  

  Client Focus – Takes action with the clients, both internal and external, and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.

  
  

  Results-Driven – Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

  
  

  Entrepreneurial Orientation – Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

  
  

  Decisiveness – Makes well-informed, effective and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; has the ability to make tough decisions.#LI-KW1

  
  

  
  

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.