WorkForce Management Manager – Brooklyn

Essential Functions
* Develop and maintain professional relationships with clients, internal service providers, peers and direct reports.
* Manage a staff of thirteen (2 team leads, 11 analysts)
* Forecasting/Scheduling/Tracking / provide ongoing leadership to ensure call center forecasts are accurate and schedules are administered efficiently & effectively. Partner with call center management to ensure policies & procedures which affect agent productivity are administered and reported consistently and accurately.
* Production Management - provide daily and intra-day forecast and schedule information to call center management ensuring that impact to staffing levels are made with up to date information (i.e. trends in call volume, average handle time, and absenteeism). Make and execute recommendations regarding adjustments to staffing levels to ensure customer service goals are achieved. Work with Finance, Human Resources, Recruiting and Employee Development teams to recruit, hire and train new associates based upon staffing needs.
* Staffing Management - monitor intra-day staffing levels and handling efficiencies to coordinate and implement intra-day staffing adjustments.
* Information management -provide leadership in programming, development, and support of a site-wide performance and tracking database. Create innovative solutions to ensure timely and accurate reporting to regional management using available technologies.
* System Support -provide end user support on call monitoring software applications used in the call centers; identifying key issues and implementing strategies to minimize impacts. Maintain current awareness of related technical changes in the market place and analyze how these changes could be utilized in the call centers.
* Risk Management -Monitor and verify integrity of call information received from call logging technology to ensure appropriate data is utilized for the generation of reports for incentive programs.
* Continuous Improvement and Project Management -Ongoing review and analysis of call center performance issues and concerns. Foster and support an environment generating ideas, suggestions, and recommendations to implement solutions that will improve performance and ensure that the call centers operate better, faster, and cheaper. Provide project management support as needed
* Due to scope of responsibility, successful candidate will be available to manage/resolve issues 24/7, including holidays.
* Additional duties/assignments as requested
Required Skills
* Strong leadership and communication skills demonstrated in a team-based business setting.
* Sound business judgment as evidenced by ability to prioritize tasks, escalate & resolve issues and meet deadlines.
* Minimum 2 years managerial experience.
* Ability to coach, counsel and mentor individuals to achieve shared departmental & individual goals.
* Strong verbal/written communication skills
* Strong analytical and quantitative ability
* Excellent organizational skills
* Proven problem solving abilities
* College Degree or equivalent work experience.
* Knowledge of phone & workforce management technologies
* Strong computer skills

Preferred Skills
* Hands-on knowledge of Continuous Improvement tools and methods
* Solid knowledge of call center operations.

Equipment Used
PC, telephone, multiple MSOffice applications, fax, remote access software, Lucent Call Management systems, GeneSys, Aspect

Training Provided
Training will consist of on the job activities with the direction of management and the technical support team. Other formal training will be provided as required to maintain or enhance job performance.

Please apply online at www.key.com/careers and reference requisition number PS229240.

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