VP leading change management for Contact Center Modernization at Synchrony. Driving comprehensive strategies for successful technology adoption and user readiness across multiple functions.
About the role
- Supervise and optimize workforce management processes at Disney's Viewer Experience team, ensuring efficient operations across contact centers.
Responsibilities
- Manage and maintain the WFM software platform used by the contact center.
- This involves configuring system settings, user profiles, and access permissions.
- Regularly update the software to leverage new features and enhancements.
- Manage and maintain the procedures related to forecasting and scheduling within the platform.
- Serve as a liaison with the software vendor to ensure the ongoing maintenance and stability of the platform.
- Support the efficient utilization of data collection and export tools integrated with the WFM software platform, including ODBC, Salesforce, FTP, and other integration methods.
- Support the generation of advanced reports from the WFM platform.
- Work closely with other departments to align workforce management practices with organizational goals.
- Collaborate with the vendor management team to align the configuration of the WFM platform with the strategic plan for a centralized contact center control center spanning multiple vendors.
- Collaborate with contact center supervisors to optimize platform automation enhancing agent adherence and compliance.
- Train contact center staff on using the WFM software effectively.
- Stay updated on industry trends and standard processes related to workforce management.
Requirements
- Bachelor’s degree in a relevant field (e.g., management, business, or IT) or equivalent experience.
- 5+ years prior experience in contact center operations, workforce management, or software administration.
- Proficiency in using WFM software platforms (such as IEX WFM) and understanding of call center operations.
- Ability to examine data inputs, understand their role in system calculations, and apply that knowledge to identify trends and troubleshoot issues effectively.
- Effective communication with team members, supervisors, and other departments.
Benefits
- full range of medical, financial, and/or other benefits
- bonuses
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