Manager, Workforce Management

Manager, Workforce Management

Are you a leader who has vast experience within workforce management?

Are you a results oriented individual with strong leadership?

Do you have excellent reporting and analytical skills?

We have an exciting opportunity for a seasoned, strategic leader to be an integral part of our senior leadership team at Quantrics.

If you are a seasoned, strategic leader, you will want to read about our latest, greatest opportunity of Manager, Workforce Management.  Come be an integral part of our leadership team!  We are seeking a disciplined, dynamic and results-oriented individual who has a strong Workforce Management background.  Reporting to the Director of Workforce Management, the successful candidate will support and develop the Workforce Management Team, within the larger call center operation.  

Specific Duties and Responsibilities

• Directly support and develop a team of up to 8 Workforce Team Leaders
• Provide leadership and direction for an organization of 1000+ employees.
• Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
• Effectively manage client expectations and relationships
• Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
• Ensure that all ADHOC or regular reporting, Audits are accurate, and timelines are met on a regular basis

 Critical Competencies

• Exceptional people leadership, communication and negotiation skills!
• Strategic thinker, with strong tactical planning skills
• Able to work under pressure, identify priorities and produce deliverables within tight timelines.
• Strong attention to detail
• Exceptional analytical, process management, and organizational skills
• Conscientiousness – a highly organized individual who always closes the loop with the client and internal partners
• In-depth understanding of the technology, terms and methodologies used in the BPO industry
• Outgoing, positive and enjoys having fun!

Qualifications:

• Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
• Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams
• Educational Attainment of Bachelors Degree is required
• Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
• Ability to travel (<25% of time)
• Experience with Avaya or Cisco ACDs and Nice IEX WFM software
• Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents