Workforce Optimization Lead

Volkswagen Group Of America Auburn Hills , MI 48326

Posted 4 months ago

Job Summary:

The Workforce Optimization Lead is responsible for providing industry-leading thought leadership to help Servicing Operations business owners meet their strategic and tactical customer service and operations objectives. This individual will build and lead a highly skilled team of workforce management professionals who will analyze and forecast interaction volumes, identify relevant customer and business trends, determine staff requirements, develop schedules, and monitor real-time performance to optimize front-line employee productivity and engagement and enhance the customer experience. The Lead will also develop forward looking department strategies to improve performance.

Job Responsibilities:

  • Analyzes, monitors and reports on all staffing assumptions (including but not limited to contact volume, headcount requirements, shrinkage, attrition, department KPI's, and forecast models) and provides recommendations to leadership teams

  • Develops key performance indicators, statistical modeling, and reporting mechanisms to measure operating standards and facilitate effective decisions

  • Oversees adherence and shrinkage, new-hire onboarding, staffing optimization, attrition and retention

  • Monitors intra-day contact center performance to ensure consistency in meeting performance objectives

  • Ensures service levels and productivity goals are met

  • Manages the performance of Workforce Analysts and Workforce Coordinators

  • Coaches and leads direct reports to create and maintain a culture of employee engagement

  • Oversees telephony IVR software platform and contact/agent skill based routing

  • Keeps abreast of all upcoming initiatives and activities that will impact contact volume such as training, holidays, marketing campaigns and customer notifications

  • Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs

  • Manages or participates in projects including new business onboarding and implementation of new/enhanced contact center technologies

  • Maintains continuing education activities to stay current on emerging service center technology, telephony and operating trends

  • Creates and maintains sustainable business continuity and crisis preparedness protocol

  • Other duties as assigned

Required Education:

  • Bachelor's degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.

Desired Education:

  • Master's Degree

Required Experience:

  • 7-10 years of leadership experience in workforce management in a complex, multi-site, multi-channel contact centers
  • 7-10 years of experience with demand forecasting and capacity planning
  • 4 years of experience creating and managing top down and bottoms up budgeting models and/or sales planning models

Required Skills:

  • Expert level knowledge of workforce management software (Avaya WFO and Avaya CMS)

  • Expert level skills in Microsoft Excel

  • Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement

  • Strong forecast modeling and analytics skills

  • Demonstrated knowledge of call routing process and technology

  • Demonstrated ability to coach to results and improve performance and behavior of direct reports

  • Demonstrated ability to train all workforce concepts to team members of varying experience and ability

  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects

  • Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable

  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations

Desired Skills:

  • Specific knowledge of Avaya WFO and Avaya CMS

Work Flexibility:

  • Ability to work flexible shifts as required (evenings, weekends, and holidays)
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Workforce Optimization Lead

Volkswagen Group Of America