The Sr. Manager, Strategic Workforce Management is responsible for developing and implementing workforce planning strategy processes, auditing procedures, accurate reporting, and forecast reliability across all Services contact centers. The incumbent will be expected to drive KPI results across assigned business units, ie. year over year payroll efficiency and transactional cost, lead cross-business strategic planning team, coordinate initiatives in tandem with operations, quality & customer experience. The Sr Manager, Strategic Workforce Management is also expected to provide analytics to drive performance improvement across all of Services contact centers. The position is expected to establish and execute Services alignment on planning methodology, finance and marketing input/output shares, establish a WFM training curriculum and lead development activities for the WFM and Analytics team. The role will be expected to be a subject matter expert in advanced statistical, econometric and quantitative analytical techniques, advance modeling, capacity planning, seasonal/marketing impact drivers and business analytics. The position is also expected to create a catalog of calculations, definitions and consolidated scorecarding.
Major Tasks, Responsibilities & Key Accountabilities
25%-Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, workload forecasting, capacity & attrition management, payroll controls and resource balancing for the Home Services contact centers.
25%-Provide expert insight and guidance into contact center industry trends, evolving processes, customer behaviors and how these impact the Home Services Contact Centers.
20%-Partner with senior leadership to identify, develop and implement strategies, policies and programs for the Services contact centers.
15%-Develop and track budget for all staffing initiatives.
15%-Develop and provide reporting relative to contact centers WFM teams.
Nature and Scope
This position reports to Sr Director This position has 2-4 Direct Reports
Environmental Job Requirements
Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel 20% to 50% of the time.