Workforce Manager

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This Workforce Manager is responsible for building and maintaining advanced capacity models, including analysis of key contact center drivers including but not limited to call, chat and off-line case support volume, agent productivity, shrinkage and other metrics associated with capacity planning and FTE requirements. Also responsible for providing ad hoc analytics for budgetary and other planning scenarios. Prepares analysis of forecasts, including impacts from customer marketing campaigns and other media type that target the contact center for client response. This position works to identify best practices within the industry and drive changes to the system/process that improve overall efficiency.

This position is responsible to manage and administer workforce management systems to maintain agent schedules and exceptions including vacation, meetings, and trainings, etc. This is to ensure alignment with call, chat, email and off line support case arrival patterns, including shift optimizations and other regular schedule change recommendations as needed. Advanced level analytics to forecast workload volume and productivity at a daily and interval level to ensure appropriate staffing levels are in place to meet Service levels.  Provide analysis and maintain models and databases to be used for weekly, monthly and long range forecasting and staffing models that dictate monthly hiring plans. Other duties and assignments as directed.

How you will help Solutionreach:

  • Drive operational excellence related to workforce management.
  • Forecast client contact volumes, call duration, case duration and other workload as needed using forecasting modules.
  • Analyze a variety of data to determine trends, root causes of problems, forecasts, etc. Presents conclusions and recommendations for use in decision making and planning.
  • Develop and maintain sophisticated forecasting and capacity models, and develops tools and techniques that enhance the quality and accuracy of the forecast. 
  • Quantifies the impact of business initiatives by partnering with all levels of the organization and forecasts workload impacts appropriately.
  • Assess and quantify risks or opportunities as identified through this process of analysis and forecasting, providing clear and timely recommendations.
  • Provide constant analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all areas.
  • Management of Workforce Coordinators.
  • Management of Real Time/Intraday staffing.

Qualifications to thrive:

  • Minimum 3 years of Workforce Planning Management experience in contact center environment.
  • Effective leadership and analytical skills.
  • Strong mentoring and relationship building skills with ability to manage group and interpersonal conflict situations.
  • Must be self-motivated and a self-starter.
  • Must have ability to prioritize and multi-task.
  • Ability to execute strategic initiatives with precision and purpose.
  • Be willing to learn; be accepting of change.
  • Computer Skills: Microsoft Word with expert/advanced Excel skills (Salesforce CRM preferred).
  • Have a Bachelor's degree in business or related field.
  • Possess excellent written and verbal communication skills.
  • Be an active participant in a hands-on environment.

Get in on all the awesome at Solutionreach!

  • Health, Vision, and Dental plans administered through Select Health, VSP, and Educators Mutual Insurance.
  • Health Savings Account with up to $1,750.00 Employer Contribution for Employee +Family.
  • PTO accrual of 15 days year one, 19 days year two, and 22 days year three and beyond.
  • 401K with 3% Employer match.
  • Life and AD&D Insurance – Employer pays 100%.
  • Voluntary Life insurance.
  • Short-Term Disability.
  • Long-Term Disability – Employer pays 100%.
  • Group Voluntary Hospital & Critical illness plans.
  • Employee Assistance Program.
  • An on-site fitness facility, with yoga, crossfit and total body work-outs, lead by instructors!
  • Bagel Tuesday, Monthly Birthday Lunches, Team lunches, Food Trucks, Unlimited soda and snacks, Ping-pong, Foosball, Mario Kart, Hover boards, and opportunities to go on an all expenses paid trip!
  • An on-site fitness facility, with yoga, crossfit and total body work-outs, lead by instructors!
  • Charity Donation matching -- we match, dollar-for-dollar, charitable donations up to $250 per Solutionary, per year.

Note: As we foster a culture of continuous improvement by seeing and solving problems at the speed of innovation we, Solutionreach, reserves the right to adjust the duties to this job as we learn and improve in order to transform healthcare.

Solutionreach, Inc. is an Equal Opportunity Employer and an E-Verify participant.

All activities must be in compliance with Equal Employment Opportunity laws, ADA regulations, and other regulations, as appropriate.

Location: Lehi, UT
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