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VA Workforce Management Manager

Signature Performance Omaha, NE

Job Description

Job Description

Position Purpose:


Manages a team of Real-Time WFM analysts in all aspects to ensure delivery of transaction processing that meets or exceeds the contractual metrics for service level and first call resolution. Responsible for developing, monitoring and analyzing call volume projection functions, forecasting call quantity and staffing needs in a timely and accurate manner. Perform modification in the scheduling system of daily and weekly projected trends for volume, shrinkage and handle times to ensure proper staffing levels are maintained. Produce long-term hiring plans to support talent acquisition, training and operational needs. Review and approve or deny schedule change requests based on forecasted operational needs. In technical outage situations that impact the servicing ability and operational profits, participate in incident management escalations while adjusting real-time routing strategies to mitigate loss. Proactively monitors all aspects of the team's performance to ensure that developmental strategies are executed in a timely fashion to ensure meeting deliverables. Champions the morale of the team through promoting positive reinforcement and rewarding insanely great achievers.




This position reports to the Director, VA Customer Service Center



Essential Job Functionsinclude the following. Other duties may be assigned.

  • Manages WFM real-time staff on their day-today performance and ensures delivery of all key metrics.
  • Establishes efficient and balanced workflows to maximize efficiency at a quality level and ensures that ensure the WFM department members have the appropriate tools and support to execute at an optimal level.
  • Conducts routine team evaluations including goal setting, performance reviews and holds accountability for personnel actions.
  • Collaborates with the Director of Contact Center Services as well as operations, talent acquisition and training to ensure a cohesive vision of the long-term staffing needs through routine management meetings.
  • Maintain intraday communication channels with operations.
  • Provide expertise in transaction routing in support of IT, back office and contact center operations.
  • Provide contact center metric expertise to Operations and IT to ensure accuracy of reporting.
  • Ensures adherence to the approved budgets.
  • Responsible for respective team's overall performance and for motivating the team to exceed department goals and objectives.
  • Responsible for understanding and complying with all policies, procedures and regulations relating to the business operations.
  • Perform other duties as assigned by management.


Knowledge & Experience:

  • Bachelor's degree in business or other related major or equivalent relevant work experience required.
  • 5 years experience in workforce management environment with 1-3 years of direct supervisory experience preferred.
  • Principles and practices of staffing analysis and requirements for achieving optimal service level and occupancies.
  • Strong collaboration skills across all levels of management.
  • Experience with report preparation.
  • Analyze problems to identify alternate solutions.
  • Strong Microsoft Excel skills
  • Developed interpersonal and team management skills.
  • Excellent verbal, written and oral communication skills.
  • Excellent organizational and time management skills.



General Areas of Accountability:


Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.


May be required to apply for and maintain NACi or higher level security clearance to support government (DoD, VA, etc.) assignments.


Security Requirements:


NACi or higher level security clearance to support government (DoD, VA, etc.) assignments may be required.


Machines and Equipment:


The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.


Physical Activity:


The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.




The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.




The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Job Details

Date Posted February 12, 2019
Date Closes March 14, 2019
Address 90th and Dodge
Located In Omaha, NE
Job Type Full-time Employee
Start Date Immediately
SOC Category 51-1011.00 First-Line Supervisors / Managers of Production and Operating Workers
Zipcode 68132
Name Joe Harris
Address 10330 Regency Parkway Dr Ste 305
City, State and Zip Omaha NE 68114
FAX 402-939-0663

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