Workforce Management Assistant Manager - Full Time - Call Center LV (On-site)
Caesars Entertainment, Las Vegas, NV, United States
Responsibilities / Purpose
The Workforce Management & Reporting (WFM) Assistant Manager will be responsible for supervising and mentoring the WFM team which is responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, abandonment, training, and budgetary goals. The WFM Assistant Manager must be proactive, detail oriented, diligent, and able to meet deadlines within a fast paced and dynamic environment.
Job Functions
Builds and leads a high-performing team of WFM analysts to achieve and exceed profitable service delivery and customer expectations in regards to service levels, abandonment, adherence, cost per minute and other standards as determined by contact center management.
Ensures WFM analysts answer all incoming customer interactions efficiently, accurately, professionally and in a timely manner while assisting internal customers with scheduling, payroll issues and requested reports along with other assigned tasks.
Monitors analyst behaviors and provides constructive feedback to improve performance and morale in an effort to improve sales and service.
Conducts side-by-side meetings with analysts to appraise performance, then continually monitors, coaches and develops analysts to drive department morale and for optimal performance so that department standards for service and sales are met or exceeded.
Proactively communicates recommendations to management regarding hiring, budgeting, and labor-related issues to maintain customer service levels and collaborates with management and other support areas to achieve department goals.
Responds to all requests from management and supervisors professionally and in a timely manner.
Supervises the creation and maintenance of long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends, overhead, seasonality and marketing schedules.
Supervises the gathering and analysis of data for shift/holiday bids and oversees the creation and distribution of shift/holiday bids that balance labor expenses, customer service and team member morale.
Supervises the creation of weekly schedules based on forecasted contact volume and handle times, provides recommendations for time off and/or overtime based on the active forecast and intraday, and supervises the creation and maintenance of annual vacation schedules.
Supervises schedule monitoring and adjustments based on the active forecast and intraday statistics to ensure that service level, occupancy, abandonment and cost per minute goals are met and approves the shift of contact volume between workgroups and contact centers based on intraday service levels and occupancy percentages.
Analyzes data for improving service and/or sales by recommending training and coaching for agents, teams or the entire department and ensures that all training sessions, briefings, team meetings and other off‑phone activities are scheduled and completed in a timely manner.
Ensures the timely delivery of all departmental productivity reports, creates custom reports for management based on requests and department needs, oversees analysis and reporting of department, team and agent statistics to improve service and labor cost, and tracks statistics for all department pilots and projects.
Maintains agent information within all departmental databases.
Manages the attendance tracking process and payroll to ensure timeliness and accuracy at the highest standard.
Education
High school graduate or equivalent required.
4-year degree in business analytics or 4 years of analytical work experience.
Experience
3‑5 years of intermediate-level reporting experience, including creating, analyzing and summarizing for executives.
2‑3 years of customer service oriented job experience.
2‑3 years of supervisory experience.
Abilities
Must be able to type.
Must have thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
Knowledge of call center work force management.
Able to work independently as well as with a team and take initiative with minimal supervision.
Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required, including developmental and motivational skills.
Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and productivity metrics.
Must demonstrate an upbeat and positive disposition.
Must be highly motivated, proactive and an independent thinker.
Must be able to handle multiple tasks in a high-volume, fast-paced environment.
Must be able to motivate and inspire the team to achieve desired results.
Knowledge of computers, telecommunications functions and systems, customer service and telemarketing.
Desired Skills
Knowledge of IEX or other WFM software.
Experience in SQL, VB and Showcase preferred but not required.
Three years contact center experience.
Advanced level of Microsoft Office programs (Excel, PowerPoint and Word).
Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
The above statements are intended to describe the general nature and level 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.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
EEO Statement
Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
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The Workforce Management & Reporting (WFM) Assistant Manager will be responsible for supervising and mentoring the WFM team which is responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, abandonment, training, and budgetary goals. The WFM Assistant Manager must be proactive, detail oriented, diligent, and able to meet deadlines within a fast paced and dynamic environment.
Job Functions
Builds and leads a high-performing team of WFM analysts to achieve and exceed profitable service delivery and customer expectations in regards to service levels, abandonment, adherence, cost per minute and other standards as determined by contact center management.
Ensures WFM analysts answer all incoming customer interactions efficiently, accurately, professionally and in a timely manner while assisting internal customers with scheduling, payroll issues and requested reports along with other assigned tasks.
Monitors analyst behaviors and provides constructive feedback to improve performance and morale in an effort to improve sales and service.
Conducts side-by-side meetings with analysts to appraise performance, then continually monitors, coaches and develops analysts to drive department morale and for optimal performance so that department standards for service and sales are met or exceeded.
Proactively communicates recommendations to management regarding hiring, budgeting, and labor-related issues to maintain customer service levels and collaborates with management and other support areas to achieve department goals.
Responds to all requests from management and supervisors professionally and in a timely manner.
Supervises the creation and maintenance of long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends, overhead, seasonality and marketing schedules.
Supervises the gathering and analysis of data for shift/holiday bids and oversees the creation and distribution of shift/holiday bids that balance labor expenses, customer service and team member morale.
Supervises the creation of weekly schedules based on forecasted contact volume and handle times, provides recommendations for time off and/or overtime based on the active forecast and intraday, and supervises the creation and maintenance of annual vacation schedules.
Supervises schedule monitoring and adjustments based on the active forecast and intraday statistics to ensure that service level, occupancy, abandonment and cost per minute goals are met and approves the shift of contact volume between workgroups and contact centers based on intraday service levels and occupancy percentages.
Analyzes data for improving service and/or sales by recommending training and coaching for agents, teams or the entire department and ensures that all training sessions, briefings, team meetings and other off‑phone activities are scheduled and completed in a timely manner.
Ensures the timely delivery of all departmental productivity reports, creates custom reports for management based on requests and department needs, oversees analysis and reporting of department, team and agent statistics to improve service and labor cost, and tracks statistics for all department pilots and projects.
Maintains agent information within all departmental databases.
Manages the attendance tracking process and payroll to ensure timeliness and accuracy at the highest standard.
Education
High school graduate or equivalent required.
4-year degree in business analytics or 4 years of analytical work experience.
Experience
3‑5 years of intermediate-level reporting experience, including creating, analyzing and summarizing for executives.
2‑3 years of customer service oriented job experience.
2‑3 years of supervisory experience.
Abilities
Must be able to type.
Must have thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
Knowledge of call center work force management.
Able to work independently as well as with a team and take initiative with minimal supervision.
Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required, including developmental and motivational skills.
Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and productivity metrics.
Must demonstrate an upbeat and positive disposition.
Must be highly motivated, proactive and an independent thinker.
Must be able to handle multiple tasks in a high-volume, fast-paced environment.
Must be able to motivate and inspire the team to achieve desired results.
Knowledge of computers, telecommunications functions and systems, customer service and telemarketing.
Desired Skills
Knowledge of IEX or other WFM software.
Experience in SQL, VB and Showcase preferred but not required.
Three years contact center experience.
Advanced level of Microsoft Office programs (Excel, PowerPoint and Word).
Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
The above statements are intended to describe the general nature and level 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.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
EEO Statement
Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
#J-18808-Ljbffr