Workforce Manager

SUMMARY:
The Workforce Manager will work closely with on-site WFA personnel, Account Management and Operations to increase overall productivity and profitability. The manager will have partial ownership in driving revenue and ensuring we meet and exceed our revenue targets.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Use various systems to perform analysis and process reports for Management. Systems include CMS (CentreVu Management System), eWFM (Aspect scheduling software), Automatic Call Distribution (ACD), IEX (scheduling software), etc.

Work with corporate and client forecasters and/or account managers to ensure accurate call and revenue forecasting. Compare forecasted volume and revenue to actual and re-adjust forecasts throughout the year as needed.

Develop predictive models to make FTE staffing recommendations within hours of operation and make recommendations for future classes.

Analyze call arrival data from various projects over multiple centers to ensure optimal staffing levels for multi-site programs. Recommends new hire classes start dates and sizes as needed.

Utilize systems such as Aspect eWFM, IEX and CMS to maintain appropriate staffing levels by agent skills. Recommend real-time shared agent solutions to meet service demands.

Act as a subject matter expert as it relates to their respective projects on KPI’s, Scheduling, Forecasting, and their projects’ Workforce Models.

Escalate unresolved issues through the proper channels, and ensuring a timely resolution.
REQUIREMENTS
QUALIFICATIONS AND REQUIREMENTS:
Education: Bachelors Degree preferred and college level mathematics helpful.
Experience: Three to five years related experience in call center workforce management or equivalent combination of education and experience.
Skills, Knowledge and Abilities: Strong presentation skills; Ability to manage multiple tasks; Demonstrated leadership skills; Strong project management skills required; Excellent analytical/problem solving skills; Exceptional spreadsheet development skills with proficiency in Microsoft Office (Excel, Word, PowerPoint); detail oriented with follow-up skills; strong organizational skills; excellent written and verbal communication skills; understanding of arithmetic formulas; knowledge of Scheduling Software such as Aspect, CentreVu Monitoring System (CMS), or IEX helpful.

COMPANY SUMMARY:
APAC Customer Services, Inc. (NASDAQ: APAC) is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics and travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973 and headquartered in Deerfield, Illinois, the company employs approximately 7,000 people and maintains nine customer interaction centers.
APAC CUSTOMER SERVICES, INC. is an equal opportunity employer.
APAC CUSTOMER SERVICES, INC. is not affiliated with APAC, Inc., the road paving and construction materials company.