Director, Workforce Management

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

The Director, Workforce Management works with Executive Client Results Leadership to drive account profitability via strong workforce management decisions. They are responsible for overall WFM delivery, support and execution across multiple programs/clients, and is responsible for a team of Forecasting and RTA Analysts.  This role requires a passion for workforce management, a clear vision and a dynamic workstyle. In addition, there is a strong focus on continuous improvement, so you will be asked to leverage existing technologies while seeking out new Workforce Management solutions.

Responsibilities

  • Intimately understand our business model and pull from your expert level knowledge of Workforce Management to make sound decisions for the department and Arise
  • Leads a team of forecasters that maintain short term/long term forecast guidance with superior accuracy
  • Interact and consult with Client Leaders on matters of sourcing, certification, metrics, adherence and attrition to ensure all forecasting assumptions ensure optimal performance and confidence in WFM
  • Leads a team of RTA analysts that monitor contact volume in an omnichannel environment supporting call, email, chat and back office support ensuring delivery against customer specific service levels and staffing requirements
  • Provides leadership for Global WFM team, focusing on the development of strong client facing WFM leaders
  • Assists in analyzing client metrics and forecasts on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
  • Consistent review of Arise’s processes, and awareness of emerging industry tools. Perform periodic review of current Arise tools against other WFM tools available to ensure that Arise is using the most optimal tools for our model
  • Create project plans and manage the implementation of impactful departmental initiatives and technology projects
  • Develop and maintain a strong and productive relationship with internal and external clients, using consistent, clear and open communication
  • Promote a positive and energetic image with regard to the changing business practices related to the Contact Center
  • Act as the spokesperson for WFM by participating in sales meetings with prospects to explain / define Arise’s WFM platform as well as other applicable business systems utilized by the WFM groups

Qualifications

  • Minimum of 10-15 years of WFM knowledge or experience in an outsourced contact center business
  • Hands-on experience and familiarity with Workforce Management and ACD systems, (i.e. Avaya, Genesys, Aspect, eWFM, IEX, Pipkins)
  • 5 - 10 years direct Management experience within Workforce Management
  • Strong coaching and leadership skills
  • Ability to partner successfully with internal & external clients and teams
  • Ability to manage multiple, complex, ongoing tasks and projects
  • Superior verbal and written communication and presentation skills.
  • Process minded; continually focused on ways to improve workforce management processes and effectiveness
  • Proven analytical and problem-solving skills with attention to detail and accuracy
  • Knowledge of relational databases, database theory, and querying tools 
  • SQL, Advanced Access & Excel experience is required
  • High level of integrity, judgment and follow through

 

 

Competitive Compensation and Benefits which include:

 

  • Health/ Dental/ Vision/ Flex Spending Benefits
  • 401k, Retirement
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

 

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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