Director of WFM Planning, Reporting and Telecom Admin – Memphis, TN

Director of WFM Planning, Reporting and Telecom Admin – Memphis, TN

Posted On: 03-02-2015
Position Title: Director of WFM Planning, Reporting and Telecom Admin
Job Location: Memphis, TN
Apply online at: https://jobs-alsac.icims.com/jobs/9757/director—ecc%2c-wfm-planning%2c-reporting-and-telecom-administration/job

Job Purpose:

Manages WFM, reporting, administration staff and procedures. Responsible for developing and executing a strategy for effectively and efficiently managing Customer Care resources (both internal and outsource partners) in an effort to ensure customer (service level), company (utilization/productivity), and employee satisfaction goals/objectives are met.
Requirements:
Requires thorough knowledge of customer services, fundraising and general management methods, and business intelligence; speak and write in a clear and understandable manner for internal/external communications; demonstrated problem resolution and data analysis skills; proficient in MS Word, MS Excel, MS PowerPoint; strong mathematical, analytical, communication, and organization skills, ability to manage multiple, competing projects and allocate resources and time effectively; ability to function in a nuanced environment where responsibilities for donor satisfaction are shared by many departments.; ability to anticipate potential problems and plan resolutions; ability to adapt to and lead change; knowledge normally acquired through a Bachelor’s degree in a related field and 6 -8 years of related experience in call center workforce management experience in a call center environment, including progressive supervisory and management responsibility; MBA preferred. Must possess a valid driver’s license.

SKILLS AND COMPETENCIES
• Deep understanding of call center operations and technology
• Deep understanding of call center workforce management and network routing technologies
• Ability to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities
• Ability to work with and communicate workforce management strategies with Customer Care operational leadership in an effort to drive performance towards common goals and objectives
• Ability to lead a team of individuals responsible for managing day-to-day operations while at the same time defining operational strategies to address longer term planning and resource utilization issues
• Excellent oral/written communication & interpersonal skills
• Excellent analytical, organizational, and time management skills
• Ability to achieve quality work under deadline pressure
• Skilled in using computer software applications such as Microsoft Office to facilitate analytical analysis/modeling and presentations
• Ability to gain content knowledge quickly
• Excellent negotiating skills and consensus building
• Excellent customer-focused skills
• Demonstrated ability to work effectively in a rapidly changing environment
• Must be detailed-oriented and possess the ability to follow through on assignments.
• Ability to manage a diverse range of projects simultaneously
• Able to solve problems guided only by general organization objectives, policies, and goals
• Ability to work comfortably with all levels of management and leadership