What are the responsibilities and job description for the Workforce Manager position at ADP?
Title : Workforce Manager
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Position Summary :
The Call Center Administration Job Family is responsible for the successful operation of the Region-wide Call Center. This may include scheduling for multiple jobs/departments. Ensures appropriate service levels and productivity levels are maintained for both inbound and other work types by analyzing data and accurately forecasting staffing needs. Continuously monitors call center tools; addresses adherence or resource allocation issues. Manages scheduling process for Call Center associates and maintains schedule changes. Provides accurate and timely reporting to key constituents. Maintains key call center technologies and databases. Develops and communicates related polices/procedures.
Job Responsibilities :
- Analyzes and tracks call volume and historical trend data to determine expected levels of daily call activity in the future. Develops and disseminates accurate forecasts based on this analysis and knowledge of the business. Creates schedule plans based on analysis and in-depth knowledge of policies and productivity targets.
- Makes resource reassignment/allocation decisions based on call volumes, agent tenure/skill, off-hook work volume, resource availability, and forecast data. May direct others to implement changes.
- Manages the daily activities of the Call Center Administration team including coaching & development, performance management, recruiting/hiring, discipline, compensation administration. Sets and communicates team goals. May also manage Regional Call Center Mentors.
- Responsible for developing, publishing and monitoring Regional workforce management policies & procedures (vacation/holiday requests, tardiness/attendance notification policy, adherence & adjustments, Manager exception deadlines, etc.). Provides guidance/insight to managers on topics of Adherence and Real Time Monitoring techniques.
- Creates ad hoc reports to diagnose Regional performance/productivity issues.
- Analyzes data. Solicits best practices from other Regions and from Service Operations. Recommends operating improvements based on analysis and reporting. Provides on-going communication to leaders in the Region to enhance effectiveness.
- Troubleshoots Regional telecommunications issues. Works with the Telecom department and other internal/external partner to resolve issues. Acts as the liaison between the Region and key constituent groups such as Voice Engineering, Telecom, Service Operations, etc. Ensures Regional needs are met. Provides feedback to constituent groups.
Education :
- Required Bachelor's Degree
- Major Area of Concentration is Math, Business, Statistics, Technology or related.
Experience :
- 5-8 years of directly related experience.
- Past experience in a call center or solution center environment with responsibility for client service, real time monitoring/traffic control processes, scheduling, analysis and/or call mentoring.
- Knowledge of at least one workforce management/scheduling tools preferred (eWorkforce, IEX Totalview, Aspect, Blue Pumpkin, etc.).
- Proficiency with Call Management Systems (CentreVu, Meridian, etc.).
- Experience leading others (formally or informally). Past management experience preferred.
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Salary : $1 - $1,000,000