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Manager, Workforce Management

Advisor Group locationAtlanta, GA
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27 positions
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Web Mktg Technology Specialist

Advisor Group locationAtlanta, GA
27 positions
info linkReport a probelm Originally Posted : January 12, 2021 | Expires : February 11, 2021

Details

Salary
Unspecified
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Job Location
Atlanta, GA, United States

Description

Workforce Management (WFM) Opportunity in Financial Services

Manager, Workforce Management


Location(s):      2300 Windy Ridge Parkway, Atlanta, GA  30339 

Summary:

Advisor Group seeks a Manager, Workforce Management to lead workforce management and real-time adherence across our distributed contact centers.  This role offers an opportunity to lead, exhibit a strong bias for action and ensure service level delivery in a fast-paced environment.  Using the company's workforce management systems, this role will manage a small team focused on delivering effective service levels through planning workforce requirements, optimally scheduling agents and driving staffing and operational changes. 

The candidate must possess strong analytical capability and experience managing scheduling and service-level delivery in a call center environment.  With company and agent data currently housed in various systems, the Manager, Workforce Management will be comfortable extracting, organizing, and interpreting data from multiple sources. 

Why Advisor Group

  • Competitive salary and annual bonus paid based on performance
  • Generous time off package, including paid time off, paid holidays, and paid time to volunteer in the community
  • Immediate access to extensive benefits package that includes medical, dental and vision coverage, basic life insurance, long and short-term disability coverage and much more
  • 401(k) match from day one of employment
  • Referral bonuses if we hire your referred applicants to our open positions
  • An enriching and engaging career in financial services - our employees overwhelmingly report that they find meaning and purpose in their day to day work
  • Executive leader access and interaction in all our locations due to flat structure, open office environments, town halls and speed mentoring events
  • New, professional, and collaborative working environment where parking is provided

Responsibilities:

  • Leverage team to manage staffing and scheduling for all phone agents across multiple physical centers and skill-groups to ensure optimal coverage and deliver on service level targets across
    • Generates and evaluates staffing schedules and ensures adequate coverage
    • Generates short and long-term staffing models and provides recommendations based on analysis
    • Devises and supervises changes to macro scheduling plan to ensure adequate daily resource coverage
  • Oversee and manage the scheduling of phone agents to ensure successful delivery
    • Define and develop enterprise wide PTO planning & shift assignment processes
    • Orchestrate team activities to properly
      • Analyze & approve PTO submissions and processes schedule trade requests
      • Optimize daily / weekly scheduling for best results
      • Processes management requests for modifications of scheduling events (meetings, training, etc.)
  • Ensure service levels are proactively monitored throughout the center and develop & execute plans to address service deficiencies related to volume, handling time, staffing, and adherence
    • Facilitate team's use of technology (e.g., CMS Supervisor, Avaya Call Routing, NICE Workforce Management software) to manage day to day results of the contact center, including adjusting staff, skills etc., to deliver acceptable service levels across the operation
    • Monitor daily and interval service level performance to determine root cause and prepare recommendations for necessary changes to address gaps in service performance
  • Effectively and clearly report on the attainment of phone service targets and underlying drivers
    • Provide leadership with meaningful intraday, daily, weekly and monthly reporting of call center outcomes and opportunities
    • Supervise team's development and interpretation of analytical reports to determine the current state of business performance
    • Prepare insightful presentations to senior management
    • Provide ad-hoc reports for contact center related data and analyze data to make recommendations to management
  • Use analytical skills to critically assess performance and associated drivers to understand root cause factors and identify opportunities for improvement
    • Compare results to forecast and determine variance drivers (volume, AHT, adherence, etc.)
    • Analyze and provide insights on contact center level metrics, agent level metrics and category level metrics, identifying trends and alerting appropriate stakeholders
    • Identify improvement opportunities, recommend & implement procedural & operational changes to improve operational efficiency and productivity
  • The nature of the role will be dynamic, and the selected candidate will need to bring a keen intellect on a wide variety of problems
  • All other duties as assigned

Education Requirements:

  • Bachelor's Degree from accredited university in Business, Math/Statistics, Economics or a related field of study required, Master's Degree in Business preferred

Basic Requirements:

  • 3+ years' experience with work force management systems & tools
  • Demonstrated advanced Microsoft Excel skills
  • 3 - 5+ years' experience in analytic roles producing actionable intelligence from data
  • Call Center management and operations experience

Preferred Requirements:

  • 5+ years' experience in Call Center management and operations
  • Experience using SQL Server and/or Oracle data repositories
  • 3 - 5+ years' experience financial-oriented / statistical modelling
  • Experience modelling with Power Pivot / Power BI - Strong DAX knowledge and complex model creation
  • Experience performing analysis on client-facing operational functions

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