Sr. Manager Workforce Management

US-AZ-Phoenix
Company
University of Phoenix
Job Family
Administration
Virtual Eligible
No
Requisition ID
2017-9273
Position Type
Full-Time

Overview

Under general direction, this position is responsible for all aspects of the development and implementation of enterprise and contact center specific initiatives and provides a single point of contact for those deployments. The Sr. Manager provides direction and leadership support for the Workforce Management team.

Responsibilities

  • Understands and aligns team objectives with the strategic direction of the department and business
  • Sets clear expectations of staff to meet strategic goals and be able to measure the success and guides staff positioning
  • Manages Workforce Management costs, budget allocation, and contribution to chargeback models and plans capacity planning and forecast demand models
  • Maintains high visibility to key stakeholders (internal/external business partners)
  • Implementation of contact center-centric technologies
  • Works directly with quality assurance to identify gaps and needs to improve workforce management processes
  • Responsible for working with integration services to support any modifications to intraday management
  • Manages vendor relationships as needed
  • Maintains and increase professional and technical knowledge and currency by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Direct supervisory responsibility over workforce management staff
  • Performs other duties as assigned or apparent 

Qualifications

Basic Qualifications:

  • Bachelor’s degree in Technology, Business or related field, required
  • Three to five years of experience in managing a workforce management team
  • Experience with call center intraday management technologies and processes required

Additional Qualifications:

  • Experience distributing tailored communication to diverse audiences
  • Experience with KCS (Knowledge Centered Support) methodology, preferred
  • Experience with Agile management principles
  • Master’s degree, preferred

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