Manager, Call Center Workforce- New York, New York

Manager, Call Center Workforce- New York, New York

Posted on 05/08/2012
Posted by: Jeanette Garcia jeanette.garcia2@vnsny.org
Company: VNSNY Choice
Manager, Call Center Workforce
Location: New York, New York

VISITING NURSE SERVICE OF NEW YORK – CHOICE
JOB DESCRIPTION

position title: Manager, Call Center Workforce jobcode:

3687

region/program/department: VNSNY CHOICE
supervisor’s title: Director, Call Center Operations
exempt:

X

  non exempt:

  union:

 
effective date:

2/2012

last reviewed:

intro/prob period:

6 Months

titles of people reporting to this position:
     
     
     


purpose of position

Provides analytical support to call center, including forecasting, capacity planning, scheduling, and reporting. Implements and administers WorkForce Management (“WFM”) software, and ensures optimized utilization of WFM tools. Collaborates with manager and supervisor to ensure optimal staffing in call center and maximize staffing efficiency. Works under general supervision.

responsibilities

Collects, consolidates, and maintains call data to accurately develop forecasts for multiple calling channels.
Analyzes, plans, and works with management in short and long range planning.
Develops call center metrics, dashboards, and reporting through statistical analyses.
Participates and adds analytical insight to projects which may include identifying opportunities to better serve customers and reduce demand on customer service agents, through process enhancements or automation in Interactive Voice Response (“IVR”).
Works with IT/Operations support to plan for and respond to disaster recovery, prevent outages, and respond to outages quickly.
Forecasts and develops schedules for multiple call queues, assist with managing proper staffing levels.
In collaboration with management, sets goals, objectives, and priorities in alignment with organizational strategic goals.
Produces ad hoc reports to provide detailed statistical analysis at individual, team, and contact center levels.
Participates in special projects and performs other related duties as assigned.

competencies

Accountable/Results-Oriented
Adaptability/Flexibility
Business Acumen
Communications (written and oral)
Customer Focus
Initiative/Innovation
Interpersonal Effectiveness
Problem Solving
Teamwork and Collaboration
Building a Diverse/High Performing Team
Change Management
Project Management
Strategic Management

qualifications

Education: Bachelor’s Degree in Accounting, Finance, Economics, or Mathematics required.

Experience: Minimum of five years experience in call center environment required. Experience leading a team or in a management role preferred. Demonstrated applied knowledge of statistical methods required. Expert proficiency in Microsoft Office suite, including Access and advanced Excel skills required.

Please email jeanette.garcia2@vnsny.org, attn: Req # 20905