Workforce Management Team Leader

2 days ago

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Penn Mutual

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Life Insurance and Annuities

1001 - 5000

Description

• Actively manage the workforce management team and process for the contact center. • Drive the key process of workforce management including forecasting, scheduling, and real-time management. • Collaborate with senior leaders for resource deployment and demand analysis. • Responsible for the Contact Center Workforce Planning activities including configuration specification and implementation. • Develop and document WFM team training requirements and materials. • Champion continuous improvements efforts by reviewing data, standards, policies. • Provide post-mortems and root cause analyses when service levels are missed. • Develop relationships with other business areas for planning and analysis.

Requirements

• 8+ years of experience managing a WFM team handling forecasting, scheduling and adherence • 5+ years of experience as a Five9 WFM system administration • 5+ years of hands-on experience with ACD systems (Five9)