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WFM Team Manager - Capacity & Channel Optimization

Lincoln, Rhode Island;

Job Description:

The WFM Team Manager Role will lead a team of Workforce Management professionals in support of the Consumer Investments contact centers. This role is critical to the delivery of a high touch service model and an efficient operational unit. This role will partner with contact center leadership, business support partners, and other WFM team members to make key decisions related to the optimization of our contact center resources that are required for achieving service level targets while balancing the needs of associates and clients in support of a superior experience.

WFM Team Manager Role Responsibilities:

- Oversight of daily operations within the WFM Team

- Ongoing Leadership and Associate Development of WFM Team Members

- Drives Internal WFM Process Improvements & Efficiency Optimization

- Administration and Utilization of all WFM Applications (IEX-WFM, Genesys CME, OBI, etc…)

- Drives KPI and Reporting Consistencies.

- Active Identification & Remediation of gaps in the Client Experience/Service Delivery.

- Builds strategic relationships with key business partners (i.e. Academy, Technology, CI Leadership, Capacity Management, etc…) to ensure that contact center business initiatives are met.

- Maintain proper communication channels with FLU units regarding events that impact our call centers

- Performs other duties as requested by Manager

Required skills:

- 2+ years of Direct WFM Experience and/or Contact Center Management Experience Required

- Strong business, operational, and procedural knowledge of a call center

- Advanced knowledge/understanding of contact center logistics and metrics.

- Demonstrated ability to manage, mentor and coach for success

- Ability to influence and drive to results

- Ability to adjust rapidly to changing demands and priorities

- Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues

- Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision

- Initiates and builds relationships with all levels of the organization

- Excellent oral, written, and executive communication skills.

- Strong in Microsoft Office products (Word, Excel, PowerPoint)

- BS/BA Degree and/or equivalent combination of education and experience.

Desired skills:

- 3-5 years of Direct WFM Experience and/or Contact Center Management Experience Preferred.

- Advanced knowledge of IEX-WFM and/or other WFM Tools Preferred.

- Advanced knowledge o OBI/XML Preferred.

Enterprise Job Description:

Working in a service and sales environment, incumbents are responsible for hiring, training, coaching, and supervising a team of associates in the Consumer Investments Solutions & Client Services organization. The responsibilities of this role include: ongoing coaching to associates to provide an optimal client experience; supervision of day-to-day activities; perform monthly performance reviews of all team members and provide constructive feedback; work with the Division Manager in the hiring and training of new personnel; ensure the schedule adherence and proper call management of all team members in relation to the contact center strategy; conduct ongoing training as needed; responsible for molding the behavior and professionalism of all team members; promote work unity improvements to current workflow processes; resolve all client issues that are elevated to supervisory level.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The WFM Team Manager Role will lead a team of Workforce Management professionals in support of the Consumer Investments contact centers. This role is critical to the delivery of a high touch service model and an efficient operational unit. This role will partner with contact center leadership, business support partners, and other WFM team members to make key decisions related to the optimization of our contact center resources that are required for achieving service level targets while balancing the needs of associates and clients in support of a superior experience.

WFM Team Manager Role Responsibilities:

- Oversight of daily operations within the WFM Team

- Ongoing Leadership and Associate Development of WFM Team Members

- Drives Internal WFM Process Improvements & Efficiency Optimization

- Administration and Utilization of all WFM Applications (IEX-WFM, Genesys CME, OBI, etc…)

- Drives KPI and Reporting Consistencies.

- Active Identification & Remediation of gaps in the Client Experience/Service Delivery.

- Builds strategic relationships with key business partners (i.e. Academy, Technology, CI Leadership, Capacity Management, etc…) to ensure that contact center business initiatives are met.

- Maintain proper communication channels with FLU units regarding events that impact our call centers

- Performs other duties as requested by Manager

Required skills:

- 2+ years of Direct WFM Experience and/or Contact Center Management Experience Required

- Strong business, operational, and procedural knowledge of a call center

- Advanced knowledge/understanding of contact center logistics and metrics.

- Demonstrated ability to manage, mentor and coach for success

- Ability to influence and drive to results

- Ability to adjust rapidly to changing demands and priorities

- Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues

- Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision

- Initiates and builds relationships with all levels of the organization

- Excellent oral, written, and executive communication skills.

- Strong in Microsoft Office products (Word, Excel, PowerPoint)

- BS/BA Degree and/or equivalent combination of education and experience.

Desired skills:

- 3-5 years of Direct WFM Experience and/or Contact Center Management Experience Preferred.

- Advanced knowledge of IEX-WFM and/or other WFM Tools Preferred.

- Advanced knowledge o OBI/XML Preferred.

Enterprise Job Description:

Working in a service and sales environment, incumbents are responsible for hiring, training, coaching, and supervising a team of associates in the Consumer Investments Solutions & Client Services organization. The responsibilities of this role include: ongoing coaching to associates to provide an optimal client experience; supervision of day-to-day activities; perform monthly performance reviews of all team members and provide constructive feedback; work with the Division Manager in the hiring and training of new personnel; ensure the schedule adherence and proper call management of all team members in relation to the contact center strategy; conduct ongoing training as needed; responsible for molding the behavior and professionalism of all team members; promote work unity improvements to current workflow processes; resolve all client issues that are elevated to supervisory level.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21085015

Band: H5

Manages People: Yes

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Susie Madden

Referral Bonus:

0