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
Knowledge and Skill Requirements: