Workforce Management Lead
Bell Techlogix, Inc.

The Workforce Management Lead for Bell Techlogix is responsible for creating and executing the workforce management strategy. This position manages the day-to-day, as well as building and planning for future needs and growth from a tactical and strategic point of view. This role is responsible for performing all senior level workforce management (WFM) activities to support operations and predictably deliver targeted service results, both through successfully executing the pre-defined strategy and through monitoring intraday performance and mitigating real-time risks to service results. The Workforce Management Lead is also responsible for providing proactive reporting data as needed on a daily, weekly and monthly basis that is reliable and accurate.

Essential Functions:

• Develops WFM models and forecasts, and recommends daily and weekly WFM strategies to predictably deliver targeted results including capacity planning and hiring needs.
• Drives consistent best practices for scheduling, adherence, and real-time management that aligns with culture and employee experience.
• Deploys resources to optimally support anticipated workloads for services and meet business objectives; minimizes the general over- and under-serving accounts, and minimizes fire-drills to recover service levels.
• Proactively identifies and communicates points of exposure and recommends solutions to improve coverage for immediate, mid- and long-term planning.
• Defines tolerable margins of error and delivers accurate and precise forecasts accordingly.
• Conducts post-mortem analyses and communicates explanations of operating results against targets.
• Drives reporting to identify trends in engagement, performance, shrinkage, occupancy, etc. to manage resource allocation and maintain appropriate staffing levels across sites and accounts.
• Integrates the Business Transformation Roadmap(s) into capacity planning and workforce management forecasting and recommends updates to Roadmap(s) as appropriate to maintain service levels.
• Works collaboratively and cross functionally with members of the Product, Cross Functional, and Technology Infrastructure teams on Roadmap development and prioritization.
• In collaboration with Product, Telephony, and Reporting, provides timely feedback on the functionality and integrity of platforms, data and our systems' uptime
• Leads the forecasting process for expansion and growth and add-on services for existing customers, and collaborates with other business functions required to successfully execute services as planned, including Human Resources, Finance, and Cross Functional Operations Leaders
• Prepares communications to explain business needs and help the team in understanding our staffing strategy, whether schedules are able to align with their preferences, getting buy-in from all parties.

• Bachelor's degree or equivalent experience.

• Minimum 3 years experience in Workforce Management, including forecasting, scheduling, reporting, and real-time management (RTA)
• Current knowledge of service center best practices, centers of excellence, and up to date key performance indicators (KPIs)
• Expertise with WFM metrics and service levers, including average speed to answer (ASA), average handle time (AHT), agent performance, intra-day scheduling
• Robust experience with CCaaS systems, chat, email, Telephony/WFM systems and tools, specifically Nice CXone Workforce Management and the overall Nice CXone platform
• Familiarity with disaster recovery processes & the ability to help create proper documentation for the same
• High level of competency to draw conclusions from raw data & make corrections based on the numbers
• Familiarity with ticketing and incident management tools, such as ServiceNow.
• Experience with data visualization and reporting tools, such as Tableau or Power BI.
• Project management experience is a plus.
• Knowledge of ITIL principles and practices is a plus.

• Exceptional communication skills both written and verbal.
• Ability to articulate business performance, key strategies, and regular updates into Microsoft applications (Word, Excel, and Outlook) that tell a powerful story to all levels of the organization.
• Ability to manage multiple priorities and motivate a team in a dynamic, fast-paced environment.
• Ability to take the lead in managing an agent workforce of +/-250
• Understanding of IT services and their associated resource requirements.
• Understanding of cost and revenue drivers for Managed Workplace Services - Like Cost per Interaction, Cost per Ticket etc.
• Ability and desire to learn new systems and proficiency in implementation of new/unfamiliar software tools
• A data-driven, proactive mindset toward transformational process improvement
• An entrepreneurial spirit and be excited by the challenges that come along with building a disruptive and dynamic business
• Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution).
• Deep empathy for customer experience - always analyzing and assessing from the customers' viewpoint.
• Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them.
• Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.
• Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
• Have a clear and optimistic vision for what can be.
• Proven ability to execute with urgency and pragmatism in the current environment.
• High curiosity - proactively seeking to learn more and 'connect the dots' for better solutions.
• Affinity toward technology as a customer experience enabler.
• Ability to manage multiple priorities and motivate a team in a dynamic, fast-paced environment.

• Must be open to occasional travel to Bell Techlogix offices and other locations for conferences, events, meetings, and team building activities.
• Must be able to work at a computer for long periods of time
• Must be able to work in a fast-paced environment
• Must be able to input data into WFM platform in a timely and correct manner.

• Must pass a pre-employment, post-offer background check and drug screen.