Manager, Workforce Management

Location
Atlanta, Georgia
Salary
competitive
Posted
Sep 19, 2019
Specialty
Account Management
Metro Area
Atlanta
Duration
Full Time
Role Summary
The Manager of Capacity Planning leads a team of analysts responsible for enterprise planning.  The scope of this position includes long range workload forecasting, hire plans, and budget preparation and digital support (chat & messenger). Responsibilities include planning for internal and external resources.  This individual is also responsible for tracking enterprise performance metrics.  
Primary Responsibilities and Essential Functions
Forecasting & Hire Plan Management
  • Lead analysts in maintaining a 12-month capacity plan, with 18 month guidance for each line of business supported
  • Analyze forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing
  • Coordinate with boundary partners initiatives that will impact volume
  • Evaluate enterprise staffing needs and weigh against effectiveness of available capacity within enterprise and with external partner sites
  • Recommend a staffing plan for internal and external resources which maximizes capacity and performance
  • Ensure leadership team & Mission Control teams are aware of unmitigated capacity shortages that will put key performance indicators at risk
  • Finalize and communicate rolling12-month capacity plan to line of business leaders and external partners by established monthly deadline 
  • Evaluate performance against the established plan on a weekly basis
  • Partner with boundary partners, such as Recruiting & Partner Management, to drive adherence to hire plan
  • Liaison with center led functions such as product and marketing to ensure initiatives impacting contact centers are properly planned
  • Share initiative roadmap with regional WFM teams for planning
  • Conduct regular trend analysis
  • Maintain accurate headcount numbers and hire plan data
  • Maintain accurate historical data on enterprise performance for reporting and modeling purposes
  • Lead annual and quarterly budget process
  • Support modeling requests and data compilation
  • Create, maintain & upload budget inputs by established deadlines
  • Coordinate with boundary partners (Marketing, Pricing, Product, etc) on budget inputs and assumptions
  • Facilitate meetings with management team.  Participate in regular meetings with the leadership team
  • Present analytical data to senior management team
  • Identify & implement internal process and/or tool improvements that align with industry best practices
  • Ensure supported departments align with enterprise for WFM best practices 
  • Set clear expectations for performance through establishment of goals for analysts
  • Create a high performing team through regular coaching & development of team
  • Foster an environment of strong communication through regular 1:1’s, team meetings & multi-directional feedback
  • Establish strong relationships with the locals ops teams and outsource partners through continuous dialogue and support

Qualifications:Required
7 or more years of experience in call center forecasting discipline
5 or more years of experience if candidate possesses a related advanced degree
Proven experience presenting & consulting with operational leadership 
Proven aptitude for decision making 
Proven aptitude for math and analytics 
Strong Microsoft Office skills (Excel, Word, Power Point) 
Strong relationship management skills 
Preferred  
BS/BA degree in related discipline strongly desired 2 or more years of experience in a management role preferred Experience in telecommunications industry desired

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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