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Job Details

Requisition Number 17-0180
Post Date 7/5/2017
Title Sr. Manager Workforce
City Wilkes-Barre
State PA

The Senior Manager of Workforce will own the end to end process of ensuring the Call Center team(s) is staffed and scheduled to complete workloads within service level goals in support of customer experience objectives. This position will produce detailed forecasting, intra-day, scheduling, reporting and analysis. It will identify opportunities to enhance efficiencies and recommend implementing process improvements that would improve workforce management processes.

Principle Duties and Responsibilities:

  • Maintain Workforce Management system with accurate call history and arrival patterns.
  • Maintain external models with updated call volume. Average Handle Time, Shrinkage and other drivers.
  • Create detailed, accurate forecasts for short and long term labor requirements (from 30 minute interval to monthly, annual) for the call center(s). Track all relevant data and metrics to support forecasts. Analyze forecast variances and impact to labor requirements.
  • Conduct what if scenarios and evaluate different scenarios of possible outcomes.
  • Project staffing needs and subsequent budgetary impact for both internal and outsource partners in order to achieve budgeted service levels for both our internal call centers and outsource centers.
  • Create staffing plans and recommended schedules in line with forecasted demands. Optimize start times to best match business requirements.
  • Conduct regular trend analysis running and evaluating IntraDay, Daily and Monthly call volume and determining staffing needs and adjustments as well as bi-annual shift bids.
  • Monitor real time performance and adjustments.
  • Understand call routing impacts that could improve service levels and workforce efficiency.
  • Create and produce regular and ad hoc labor reports comparing forecasted and actual labor performance. Build and maintain department wide reporting. Produce daily and ad hoc reporting and dashboards that measures success against KPIs.
  • Analyze performance and determine controllable vs. non-controllable factors. Call volume, Average Handle Time, Shrinkage, Headcount and Attrition.
  • Present analytical data and key recommendations to senior management team and to the counterpart of the finance department. Communicate with leadership to address variances in planned productivity.
  • Assist senior management in mining data to identify improvement opportunities
  • Supervise and direct activities of Call Center WF & Administrator.


Bachelor’s degree preferred or equivalent in related field of Workforce Management; Aspect Workforce Management experience preferred, ACD call routing. Must have a minimum of 5 years progressive management experience along with a minimum of 3 to 5 years of workforce experience in a call center environment. Chosen candidate will work closely with senior leadership team of customer service, telesales and commercial services. In addition, they will work closely with the finance group building budgets and reforecasts as needed. Position will report to VP of Care, working closely with SVP, Director, Outsource Manager and other department heads. Position will require 20% travel.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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