Critical Situation Manager resolving critical customer situations at nShift, ensuring efficient resolution and communication for improved customer experience.
About the role
- Senior WFM Manager overseeing daily operations for workforce management team. Enhancing productivity and customer service goals across lines of business with up to 3000 agents.
Responsibilities
- As a manager, oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment.
- Lead performance monitoring and feedback sessions to foster continuous team development.
- Build and maintain a positive, high-morale work environment that promotes accountability and engagement.
- Develop, refine, and maintain optimized schedules to meet service level agreements (SLAs) across multiple lines of business.
- Collaborate with WFM Managers and operational leaders to ensure accurate short-term and long-term capacity plans.
- Monitor multiple LOB real-time performance, adjusting workforce plans and schedules dynamically to maintain efficiency.
- Track adherence and identify opportunities to improve service levels through proactive solutions.
- Prepare and deliver to leadership accurate performance reports on key metrics, including productivity, adherence, and attendance.
- Leverage data insights to identify workflow inefficiencies and trends that impact service levels, providing forward thinking actionable recommendations to leadership.
- Facilitate skill development for several LOB director, managers, and supervisor team members on WFM tools and processes, ensuring technical proficiency and continuous improvement.
- Provide ongoing coaching to the WFM team to enhance performance and career development.
- Identify and drive process transformation to streamline workflows, increase efficiency, and enhance operational performance.
- Ensure compliance with company policies, regulatory standards, and operational procedures.
- Serve as a point of contact between WFM, operations, and senior leadership to align workforce strategies with business goals.
- Effectively communicate data insights and recommendations to technical and non-technical audiences.
Requirements
- Minimum of 4 years of experience in workforce management within a contact center environment.
- At least 3 years of leadership or supervisory experience managing WFM teams.
- Proven expertise in scheduling, forecasting, and intraday management using workforce management platforms such as NICE, or other WFM platforms.
- Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to act proactively in a fast-paced, dynamic environment.
- Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders at all levels.
- Demonstrated ability to identify process gaps, develop innovative solutions, and drive continuous transformational improvement.
- Proficiency in analyzing workforce metrics (e.g., adherence, occupancy, ASA, service level) to identify trends and implement forward thinking strategies.
- Technical proficiency: NICE WFM, PowerBI, Microsoft Excel, Oracle Planning Tools, IBM Planning Analytics (TM1) or similar reporting tools, and workforce management software.
- Proven ability to mentor and develop team members, fostering a culture of accountability and excellence.
- Bachelor’s degree in business, Finance, Operations Management, or a related field.
- Capacity to adapt to rapidly changing business needs and workforce dynamics.
Benefits
- Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
- Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
- Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
- Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Executive Business Manager working with Odevo UK's CEO and CFO to streamline operations. Enhancing executive decision - making and engagement with senior stakeholders in a fast - paced environment.
Senior Programmatic Manager optimizing campaign performance across programmatic platforms for Jellyfish. Collaborating with clients and teams, mentoring junior staff, and driving strategic growth.
Vendor Field Response Manager overseeing vendor performance and service in transportation for school systems. Responsible for incident response, field audits, and vendor coordination in Minneapolis.
Sustainability Manager leading operational decarbonisation within M&G’s global corporate operations. Advising on environmental management and sustainability efforts with a focus on compliance and reporting.
Configuration Manager bridging engineering and production, ensuring smooth technical data flow for defense innovations. Collaborating with teams to manage BOM and manufacturing documentation effectively.
Engagement Lead at Satori Analytics responsible for managing client relationships and driving account growth. Overseeing delivery, mentoring team members, and strategizing for account success.
Senior Development Manager overseeing delivery of new affordable housing developments. Leading a team to ensure project compliance and high - quality execution for Incommunities.
Area Sales Manager responsible for revenue growth and relationship building in Downstream division. Leading sales efforts and ensuring customer needs are met with technical solutions.
Operational Manager for Alpheus managing MRA operations and maintenance, ensuring compliance and performance across Northern Operations.