Guidance Resources Workforce Operations Manager

Reporting to the Director, Guidance Resources WFM Operations, this role is essential to the successful operation of the Guidance Resources Unit contact center operations related to workforce management and operational telephony management. The role involves both strategic workforce forecasting and planning as well as day-to-day oversight of shifts, schedule adherence and service level results. The role includes forecasting and scheduling in a multi-channel 24/7 environment with both an onsite and remote workforce.

• Exercise discretion and independent judgement when forecasting and scheduling in a multi-channel 24/7 environment with both an onsite and remote workforce
• Management of Genesys Telephony pathing and agent set-up
• Work in collaboration with Director, GRU on capacity planning/forecasting projected call and chat volumes
• Creation of workforce schedules to meet service level requirements in collaboration with Director, GRU
• Oversight of shift coverage, trades, absences, PTO (planned and unplanned) etc…
• Monitoring of shrinkage and schedule adherence
• Real-time management of performance guarantee and queue results, while contributing strategic input on improvement initiatives
• Investigation of any imperfections and improvement opportunities along with response to queries from account management and customers
• Oversight of staff productivity results and coordination with the Clinical Operations team to ensure service targets are met
• As member of the department, act as subject matter expert on telephony system offering solutions to queue design, routing and service level target requirements
• Contribute to team communications and engagement strategies
• At the direction of Director, GRU, generation of key reports focused on contact center queue and people performance
• Develop and maintain expertise in modern telephony technology including emerging technology around AI bots, Natural Language Processing, sentiment analysis, and more
• Participate in call monitoring and calibration sessions to ensure the highest quality of interactions
• Participates in after business hours on-call rotation if necessary
• Focus on continuous improvement both as it relates to process and technology
• Other project, duties and tasks as assigned by Department Director

• At least 5 years multi-channel contact center experience
• Minimum 3 years supervisory or management experience
• Proficient in contact center forecasting and telephony systems
• Proficient in forecasting methodologies
• At least 2 years experience with Genesys Telephony system particularly in queue design, workforce management systems and telephony reporting
• Experience in forecasting multi-channel queue volumes and staffing
• Very strong attention to detail, prioritization, and organization skills
• Strong analytical skills
• Experience in NLP and AI applications is preferred
• Self-starter with ability to multi-task and work autonomously
• Exceptional teamwork and communication skills
• Proficient in Microsoft Office suite including Microsoft Excel
• Bachelor’s degree or equivalent practical experience

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The pay range for this position is $70,000.00 - $80,000.00