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eWorkforce Manager

The eWorkforce Manager, under the general guidance of the Senior Manager of Contact Center Operations, will serve as the leading influencer of all eWorkforce Management (eWFM) functions, including forecasting and scheduling, as well as ad-hoc and post-performance analyses of all interaction channels (i.e., phone, email, chat, SMS and social). This individual will provide direction, guidance and tactical leadership to continuously tune and optimize the operational effectiveness of all customer-facing groups (i.e., Admissions, Student CARE, Coaching, Financial Services, Education, B2B Service, etc.) Over 150 customer-facing employees and in excess of 1 million annual interactions are analyzed to effectively match capacity with demand on a daily basis. 

Further to the responsibilities of this vital role, the eWFM Manager will possess an in-depth working knowledge of contact center technologies and participate in leveraging these technologies to continuously improve customer/employee self-service and the total customer experience; all while simultaneously identifying an acting on opportunities to reduce operating costs.  He/She will observe and maintain best practices in forecasting and scheduling as a prerequisite to achieve service levels (SL) & occupancy goals on a weekly, daily and intraday level.

Essential Duties and Responsibilities

  • Review, understand, analyze and/or prepare short and long term staffing plans and forecasts, incorporating multiple work types with competing operational goals.
  • Effectively distribute resources to meet all goals within a multi-skill and omni-channel environment
  • Provide monthly forecasts and variance analyses for headcount, overtime, and operating assumptions to support business decisions
  • Analyze the effectiveness of staff schedules and recommend improvements that effectively blend full time/part time staff and use of 3rd party resources
  • Prepare “what if” scenarios with regard to variable demand, staffing and performance assumptions; collaborate with key stakeholders on staffing needs and ideas for improving or changing business models
  • Provide reporting on absenteeism and schedule deviation while identifying trends and potential resolutions
  • Prepare and interpret quantitative and qualitative analyses.Maintain/Distribute reports that provide WFM and related KPI’s and SL’s.A
  • Maintain WFM software (variable set-up, trending analysis, marketing influencers, system access, staff set-up, archiving reports, back-up,etc.) as well as maintaining certifications and trainings required to stay current and utilize the tool effectively
  • Assist with documentation and workflows for IVR, eWFM, SMS, chat and email routing, setups and staff training.



Knowledge and Skill Requirements:

  • Minimum 3 years’ experience in all aspects of eWorkforce Management, preferably in contact centers with at least 150 employees
  • Bachelor’s Degree in Information Technology, General Business Administration, analysts or a related field
  • Experience and/or certification with eWFM software, preferably Aspect eWFM
  • Superior analytical skills, with emphasis on forecasting
  • Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals.
  • In-depth understanding of contact center metrics required
  • Ability and willingness to learn new software applications
  • Skills in complex problem solving, judgment, critical thinking and decision-making
  • Effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, maintaining confidentiality as appropriate
  • Advanced working-knowledge of Microsoft Office suite, including Excel, Access and PowerPoint




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