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Manager - Workforce Management

Benton Harbor, MI

Job ID: 2143 Category: ERP Salary: 130k-155k

Our client, a 104 year- old $21 billion global powerhouse, the NUMBER ONE major appliance manufacturer in the world, wants you to be their Manager – Workforce Management to lead a team of analysts in executing complex analysis that will improve forecast accuracy, schedule efficiency, and operational effectiveness as well as supporting development of their future Workforce Management operating model.

Responsibilities
  • Directly responsible for the accuracy of multi-channel volume forecasts, schedules, schedule models and schedule forecasts for the entire enterprise that enable the ability to staff the correct number of agents at the correct time to meet customer demand and service level objectives
  • Manages and leads multiple workforce management analysts and supports their overall development; responsible for hiring, developing and performance management of direct reports
  • Leads the development of demand planning strategy, foot-print planning, and benchmarking workforce management competencies and models
  • Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes; including financial implications

Qualifications
  • Bachelor degree or the equivalent combination of education and work experience required
  • 3+ years previous experience as a Workforce Management Manager or equivalent experience required; ability to perform duties and responsibilities of Workforce Management Analyst including forecasting, scheduling and real-time analysis
  • 2+ years’ experience leading projects following a standard project management methodology
  • Advanced knowledge of contact center operations; 3+ years’ experience utilizing contact center tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and program groups

If you are looking for your next career move, then contact me at 847-440-2451 or  email me at nadine.stangas@bluestonerecruiting.com.

Nadine Stangas

Nadine is in charge of blueStone Recruiting's Infrastructure and ERP Systems search division and has over a decade's worth of experience. In her free time she likes to travel, volunteer, attend concerts and spend time with her family. She also a enjoys watching Big 10 football.

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