Workforce Planning Manager

GENERAL FUNCTION:

Provides direction and leadership of a workforce management resources in achieving and maintaining optimized workforce planning/scheduling for multiple groups across the enterprise to include short and long-term forecasting of call volume, modeling of staffing needs, managing the performance-based PTO/Shift bid process where applicable, and enterprise reporting through utilization of various industry tools (i.e. CMS, IEX, Avaya, Genesys, Access, Excel, etc.). Responsible for continuously assessing the call center telephony and the experience of the customer by improving the customer and phone agent's interaction and capabilities with technology, including but not limited to ACD, CTI, Interaction Center, IVR and Quality Monitoring Systems. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage Call Center Workforce team of Service Level Coordinators and Forecasters in delivering on short term and long-term goals for service level, standard metrics and performance, and optimal utilization of call center resources.

Drives business IT requirements and creates business cases for telephony improvements by researching new applications and features within existing and new call center technologies.

Acts as a business liaison between the business (operations call centers) and IT departments including telephony, infrastructure and application development for telephony products.

Provides input to strategic vision for all telephony related customer channels including IVR.

Works with business line managers on specific promotions, conversions, etc. to determine when prompts in the IVR need to be added or changed, and when it is appropriate to set up separate 800 numbers to handle those situations. Determines when third party/outsourcing is the most appropriate solutions.

Participate in determining how design and use of IVR can optimize revenue opportunities.

Partners with call center operations manager and supervisors to ensure understanding and Service Level Management objectives and improvement plans including delivery of call center management training and presentations.

Perform any other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Minimum of 5 years of IVR/VRU experience in a call center, preferably in banking.

Strong technical knowledge, with at least 3 years’ experience working closely with IT department.

Strong customer service orientation.

Exceptional analytical skills.

Strong computer skills.

Strong interpersonal and communication skills.

Bachelor's Degree or equivalent experience required.

Banking operations experience in specified or comparable area preferred.

Strong customer service orientation.

Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook required.

Ability to persuasively communicate ideas to other managers, V.P. and S.V.P. levels.

Ability to meet deadlines and complete task with minimal supervision.

Excellent verbal and written communication skills.

Must be an expert in Call Center functions, processes and procedures and systems.

Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team.

Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.

Detail orientation, strong analytical skills, and strong process orientation and analysis skills.

Ability to multi-task and be flexible.

Excellent organization and project management skills