BBVA Compass Contact Center Workforce Manager in birmingham, Alabama

Overview

The WFM Manager is responsible ensuring that critical contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve contact center productivity and performance. This position is tasked with managing all of the day-to-day WFM activities of both our internal and outsourced teams, as well as partnering with department leaders to develop contact center strategies and subsequent tactics based on departmental goals and objectives. Additionally, the WFM Manager will be directly responsible for maintaining current contact center reporting as well as the analysis and implementation of additional reports and dashboards needed to provide data necessary to measure key performance indicators related to contact center operations. This role is a key factor in determining and executing strategic plans to deliver an amazing experience to our customers and employees.

Responsibilities

  • Directs the planning and implementation of integrated resource planning. Ensures forecasts, schedules and analytics are timely, accurate.

  • Provide all necessary tools, analytics and guidance to management to ensure that operational metrics are achieved, including but not limited to, Average wait time, Service Levels, Occupancy and Productivity.

  • Drive real time strategies around call routing, agent skilling, vendor utilization, shrinkage management and capacity utilization.

  • Direct the development and implementation of all call center reporting needs to ensure achievement of departmental goals and identify areas for improvement.

  • Own, develop and document operational processes that deliver enhanced performance across all channels, while ensuring adherence to established compliance standards.

  • Identify performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence.

  • Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided.

  • Coach and develop team members toward attainment of career goals.

  • Other Duties as assigned.

Qualifications

  • Previous Workforce Management experience.

  • Ability to drive high performance work teams.

  • Experience and understanding of staffing, queues, and performance measures.

  • Expert/advanced analytical reporting skills

  • Adept at managing multiple priorities and tasks in a fast-paced environment.

  • Strong written and verbal communication skills with the ability to drive and effectively communicate change.

  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.

  • Demonstrated communication and interpersonal skills.

  • Ability to work in a team environment.

  • Ability to drive a sense of urgency to ensure both internal and external customers are served in a timely manner.

  • Strong ability to analyze call trends and take appropriate actions.

  • College degree strongly preferred.

  • Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense.

  • Desired Skills:

  • Working knowledge of call center dynamics, verbiage and methodologies.

  • Proficiency with Impact 360 scheduling software.

  • Experience in multi-site call center management..

Job ID 2018-115279

Site Name AL-BIRMINGHAM-BIRMINGHAM SERVICE CENTER

Category BUSINESS DEVELOPMENT USA

Work Location US-AL-BIRMINGHAM

FLSA Status EXEMPT

Type FULL TIME