Submission for the position: Manager - Workforce Management - (Job Number: 210000OO)
https://autoclubgroup.taleo.net/careersection/jobdetail.ftl?job=210000OO&lang=en
Manager - Workforce Management
The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 14 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
Primary Duties and Responsibilities:
• Uses data to effectively plan, schedule, and respond to the real-time needs of the contact center so that the Auto Club Group can exceed business goals and serve its members.
• Holds themselves and their team accountable to the mission, vision, and values of the Auto Club Group and the Workforce Management team.
• Provides insights, explanations, and innovative solutions to business leaders.
• Provides exceptional customer service to internal and external customers.
• Manages a team of analysts and traffic coordinators responsible for contact center traffic coordination and resource scheduling for the Auto Club Group locations.
• Collaborates with contact center leadership to define and continually improve upon game plans whose purpose is to help the Auto Club Group handle contact volume within pre-defined acceptable goals.
• Leads their team in responding to changing contact volumes and call efficiencies via established game plans.
• Provides coaching and development to their team to build expertise and promote career planning.
• Maintains and analyzes workforce performance, leads analysis, and directs staffing changes for continuous improvement.
• Uses real-time and forecasted information to deliver data and reports that align to key business priorities; leverages this information to make informed decisions and minimize operating costs.
• Manages WFM tools, IVR, ACD, and key telephony systems.
• Executes and delivers on daily, weekly, and monthly volume forecasts across multiple contact channels.
• Oversees retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers.
• Provides training to contact center team members on how to achieve service levels and other critical performance goals.
Supervisory Responsibilities:
Directly and indirectly, a staff of Workforce Analysts/Real-Time Coordinators who may be distributed in one or more physical call center locations.
Preferred Qualifications:
• Bachelor’s degree preferred.
• College-level coursework in Computer Science, Operations Research, Call Center Systems coursework, or a related field
Work Environment
Works in a temperature-controlled office environment or work from home environment . Work may include irregular or extended hours, evenings/weekends.
Required Qualifications:
Education:
• College level coursework in Business Administration or a related field.
Experience:
• Call Center management
• Customer service (telephone-based)
• Utilizing end user computer software packages (advanced)
• Multiple location management
• Multi-state environments
• Problem identification and resolution
• Process improvement
• Successful management of multiple and/or competing priorities/projects
• Implementing system software upgrades/changes
• maintaining voice communication systems
Supervisory experience to include:
• Staffing
• Scheduling
• Managing employee work performance
• Leadership
• Decision making
• Coordinating and controlling major projects
• Budget preparation and management
Knowledge and Skills:
• Automated call distribution systems
• Call Center functions
• Company products and services
• Customer interaction center management/service delivery (best practices)
• Statistical methods and analysis
• Industry-standard telephone procedures
• Current telephonic technologies (e.g. Lucent, Geotel)
• Communication software
• Database Data flows/data definitions
• Data processing (basic)
• Data base structures
• Network software
• Network routing systems
• Scheduling/forecasting systems (advanced)
• Call flow logic
• Assess impact of operational changes on staffing/procedures
• Communicate effectively with others both orally and in writing
• Develop and make presentations (All levels of management)
• Develop/document systems procedures
• Forecast work volume
• Function effectively in stressful situations
• Perform basic mathematical calculations (e.g. addition, subtraction, multiplication, division, percentages)
• Operate telecommunications equipment
• Oversee workforce management systems (including call forecasting/resource scheduling)
• Provide guidance and direction to others
• Represent company with vendors
• Manage scheduling software
• Conduct system performance evaluation
• Conduct system testing
• Identify/resolve technical problems
• Maintain telephone switch systems
• Work under pressure to meet deadlines
The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!
Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
United States-FL-Tampa
FL-ACG Florida AOB (Z001) , 33634
FL-ACG Florida AOB
Call Center
Call Center Sales & Service
Apr 28, 2021, 3:22:45 PM
Schedule: Full-time Location(s): United States-FL-Tampa Job Type: Regular Day Job Level: Manager Travel: No