VA Workforce Management Manager

This position reports to the Director, VA Customer Service Center

• 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.

• 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.

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

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.