Workforce Management Manager jobs in the United States

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Manager, Workforce Management
  • Comcast Corporation
  • Philadelphia, PA FULL_TIME
  • Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.


    Job Summary

    Responsible for managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Manages professional employees and/or supervisors and may manage business support/technical staff. Has accountability for managing financial resources. Provides subject matter guidance to employees. Has overall responsibility for developing/administering performance standards for organizational unit. Develops processes and procedures to implement functional strategies.

    Job Description

    Core Responsibilities

    • Oversees and maintains the Workforce Management (WFM) Platform utilized forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics. For example: call center volumes, full time employees, schedule adherence and service level achievement.
    • Manages the Workforce Management staff in the various workforce management activities of forecasting, capacity planning, monitoring queues and volumes and approving off phone activities.
    • Partner with Business leaders regularly to ensure forecasts and/or budgets reflect all known drivers (Volume, AHT, etc.) and evaluate staffing plans.
    • Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.
    • Identifies opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
    • Provide ad-hoc analysis on call center performance as it relates to variance to the forecast models and identify new and relevant trends to monitor/incorporate/action on; set directions on how to best incorporate evolving business needs and initiatives within the forecasting models.
    • Forecasts and accounts for growth due to seasonal variations, special events, affecting client's (such as marketing blitzes) and other cyclical patterns.
    • Provide ad-hoc analysis on monthly performance as it relates to variance to forecast, staffing, and/or payroll expense.
    • Develop a team of analysts within the Forecasting team, engaging with the goal of upskilling them.
    • Create and maintain play book and develop standardized processes for the team to reference.
    • Consistent exercise of independent judgment and discretion in matters of significance.
    • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
    • Other duties and responsibilities as assigned.

    Employees at all levels are expected to:

    • Understand our Operating Principles; make them the guidelines for how you do your job.
    • Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
    • Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
    • Win as a team - make big things happen by working together and being open to new ideas.
    • Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
    • Drive results and growth.
    • Respect and promote inclusion & diversity.
    • Do what's right for each other, our customers, investors and our communities.

    Disclaimer:

    • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

    Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.


    Education

    Bachelor's Degree

    While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

    Relevant Work Experience

    5-7 Years

  • 7 Days Ago

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Manager, Workforce & Vendor Management
  • Affirm
  • Chicago, IL FULL_TIME
  • Reporting to the Senior Manager of Servicing Operations, the Manager of Workforce & Vendor Management will be accountable for the management of the outsourcing team responsible for real time planning ...
  • 10 Days Ago

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Manager, Workforce Management Product
  • The Home Depot
  • Atlanta, GA FULL_TIME
  • Position Purpose:The Sr. Product Manager is responsible for assessing market needs and inspiring cross-functional product teams to find the fastest way to achieve value around those needs. The role fo...
  • 4 Days Ago

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Sr Manager, Workforce Management
  • Constant Contact
  • Waltham, MA FULL_TIME
  • As the Senior Manager of Workforce Management, you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300 person global Custo...
  • 1 Month Ago

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Product Manager - Workforce Management
  • Buyers Edge Platform
  • Waltham, MA FULL_TIME
  • Who are we? Buyers Edge Platform is one of the fastest-growing companies in the exciting Foodservice Technology industry. Buyers Edge Platform is made up of more than a dozen companies who work togeth...
  • 16 Days Ago

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Manager, Workforce Management - Remote
  • Watertown Regional Medical Center
  • Brentwood, TN FULL_TIME
  • LifePoint Health Support CenterDescription Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spa...
  • 17 Days Ago

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Human Capital Manager - Remote
  • Customer Value Partners
  • Washington, DC
  • Job Description Job Description CVP seeks a Manager with experience working with federal agencies to plan and execute pr...
  • 4/15/2024 12:00:00 AM

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ServiceNow Implementation Project Manager REMOTE - 22727
  • iMPact Business Group
  • Washington, DC
  • Our client, a family-owned Midwestern grocery/retailer that strives to better the lives of people in all communities is ...
  • 4/14/2024 12:00:00 AM

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Corporate Operations/Sourcing/Procurement Coordinator
  • Harvey Nash
  • Manassas, VA
  • Title: Corporate Operations/Sourcing/Procurement Coordinator Type: Contract, 12+ months to begin with possible extension...
  • 4/13/2024 12:00:00 AM

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Quality and Workforce Management Analyst
  • Zeiders Enterprises
  • Woodbridge, VA
  • Job Title: Quality and Workforce Management Analyst Zeiders is an industry leader in military and family support. Our co...
  • 4/13/2024 12:00:00 AM

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Human Resources Manager
  • ASRC Federal Holding Company
  • Reston, VA
  • Job Description ASRC Federal is currently seeking a Human Resources Manager (HRM) responsible for supporting the Infrast...
  • 4/13/2024 12:00:00 AM

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Project Manager
  • ServicePower
  • McLean, VA
  • About Us We've been in the business for more than 25 years and know a thing or two about field service management. Servi...
  • 4/13/2024 12:00:00 AM

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Workforce Planning Manager
  • Rally House
  • Monrovia, MD
  • Rally House is a specialty retail store that carries all things local! We are looking for people who are enjoy working f...
  • 4/11/2024 12:00:00 AM

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ServiceNow Implementation Project Manager REMOTE - 22727
  • Impact Business Group
  • Washington, DC
  • Our client, a family-owned Midwestern grocery/retailer that strives to better the lives of people in all communities is ...
  • 4/11/2024 12:00:00 AM

Income Estimation for Workforce Management Manager jobs
$86,203 to $106,769

Career Path for Workforce Management Manager