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Mgr, Workforce Planning Call Center Operations

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Operations (inc. Manufacturing)
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Risk Solutions
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LNR0077W Requisition #
This position will have direct accountability for the Call Center Workforce Management team. Manager will ensure that we provide high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. This position is at the primary owner/liaison between call center operation and systems to ensure systems run effectively and that projects are implemented as expected. Another key focus for this position is to lead all call quality initiatives including the improvement of first contact resolution and repeat call rates.

Responsibilities: 
  • Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. Participate in end-to end implementation planning to include change management, training and support  
  • Conduct short range and long range staffing/volume analysis utilizing business and systems expertise to optimize the most efficient/timely workforce coverage for call volumes applying queuing theory, including management and capacity models and future reporting for capacity plans.  Includes back office functions (onboarding, fulfillment, credentialing, email & chat)
  • Forecast and Plan for call volumes and capacity models by type and team . Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. Participate in end-to end implementation planning to include change management, training and support. Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.)  
  • Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership. Identify all inconsistencies in data and areas of improvement and partner with teams to investigate and resolve. 
  • Compile data from various sources to generate reports on a daily, weekly, and monthly basis as well as ad hoc reports.
  • Work with leadership team and provide consistent and open communication to coordinate processes to meet the operational and strategic needs of the call center, to advise on potential opportunities or hazards that affect the business' ability to meet goals, and to solicit feedback that influence the operations workforce management
Education/Experience: 
  • Requires a bachelor's degree in business or related field or equivalent experience.
  • 8 years Customer Operations or Professional Experience with a minimum 5 years Customer Operations experience. 
  • Minimum two years' experience as an analyst, planner, forecaster, preferably within in a call center resource planning environment required. 
  • Experience with scheduling, forecasting, and workforce management software (Verint Impact 360 Preferred)  
  • Strong skills with MS Office applications; Excel, Access, Visio, and Project 
  • Working knowledge of database concepts 
  • Proficient with COPC standards 
  • Prior experience with IVR systems. Prior experience with Avaya CMS and Verint 
  • Experience with forecasting methods and concepts 
  • Real-time management methodologies and techniques
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.lexisnexisrisk.com. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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