Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Workforce Planning Assistant Manager - Contact Center

Expired Job

Great West Retirement Denver , CO 80208

Posted 5 months ago

Position Highlights

Leads a team of contact center workforce planners whose goal is to forecast and schedule contact center staff in order to meet or exceed service level objectives. Develop long term forecasts and staffing models and coordinate with operational managers to ensure effective utilization of resources.

Primary Responsibilities

  • Lead a team of workforce planners to maximize productivity and performance, and ensure the efficient development of staffing plans and real-time administration to meet Call Center and client goals.

  • Produce daily, weekly, monthly forecasts and staffing requirements needed to meet service level targets

  • Identify and analyze trends in call activity and scheduling challenges, and develop and recommend ways to enhance performance

  • Responsible for hiring of new staff, training, development, and coaching on an ongoing basis.

  • Work with vendor and corporate telecommunications team on all Workforce system issues and enhancements. Manage all Workforce system testing, troubleshooting and reporting. Provide approval of all Workforce system fixes and go-lives.

  • Responsible for the design and development strategic volume and staffing forecasts. Design and develop effective ways to solve staffing requirements.

  • Other duties as assigned


  • Bachelor's Degree in Business or related field preferred or related field preferred or equivalent education and experience

  • Minimum 2 years call center experience required

  • Minimum 2-3 years workforce management experience in a call center environment required

  • Proficiency with Microsoft Excel, Word and PowerPoint

  • Demonstrated ability to respond quickly to problems

  • Proven ability to create relationships with supervisors and others to work effectively together to solve problems and develop creative solutions to staffing challenges

  • Candidate must be analytical, a conceptual thinker, possess great time management skills and be able to handle high stress situations.

  • Excellent oral and written communication skills

Working Conditions/Physical


Normal Office Working Conditions

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.

About Great-West Financial

At Great-West Financial and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you're interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We're an equal opportunity employer dedicated to workforce diversity. We're also committed to providing a drug-free workplace.

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Professional Services (Ps) Client Partner Contact Center Denver

Ringcentral, Inc.

Posted Today

VIEW JOBS 1/16/2019 12:00:00 AM 2019-04-16T00:00 Professional Services (PS) Client Partner The Professional Services (PS) Client Partner is a key member of the RingCentral PS sales team having primary responsibility for providing pre-sales professional services support for the RingCentral portfolio. Interacts directly with all levels of management on the customer accounts including the executive management team (CEO, CTO, COO, CIO, etc.) Identifies key customer requirements and presents RingCentral solutions that meet those requirements. 

Key Responsibilities: Lead and oversee approval for scoping, planning, cost estimating, and pricing of consulting projects. This includes statement of work development and risk assessment, including but not limited to defining goals and objectives, identifying and documenting client requirements, resource requirements, project budget, project risks, and the translation of the client's business requirements into specific deliverables Establish and grow a productive relationship with Sales Team to ensure achievement of team goals in new customer acquisition and customer retention. Provide accurate forecasts of Professional Services bookings on a monthly basis.
Provide management reporting on sales pipeline and project portfolio regarding schedule fidelity, adherence to budget, escalation of issues Identify sales opportunities and lead PS pre-sales planning, project pricing, bid review, and presentation of sales proposals Provide engagement oversight for project portfolio Manage day-to-day relationships with client stakeholders and resolution of all issues Direct and indirect management, coaching, and skills development of PS pre and post sales delivery consultants Transfer industry, technical, and product knowledge to customers. Keep up-to-date on relevant competitive solutions, products and services. 
Qualifications: [Bachelor or Master's (preferred) degree in a technical or business discipline
At least 5-7 years' experience in selling and delivering consulting services (background in selling and delivering consulting services should be extensive and allow for examples of engagements where you were the primary leader of solution sales of more than $500,000 per account) Knowledge and demonstrated operating experience in one or more of the following areas of specialization: Voice, Video, Mobile Communications, Fixed Mobile Convergence VoIP, Mobile, and Video background Understanding of customer communications requirements for enterprise business markets. Demonstrated ability in developing proposals, creating value propositions, and selling up to seven figure consulting engagements Effective engagement estimation capabilities A track record of delivering engagement oversight resulting in on-time, on-budget delivery of contracted services Proven ability to sell follow-on service engagements to existing clients Ability to travel frequently (up to 25%) within assigned geography Pre-Sales quota carrying experience required. Strong telecommunications background (with telephony and Soft Switch emphasis preferred). RingCentral product experience and/or relevant experience in key competitor offerings in technology area of emphasis are preferred. Ringcentral, Inc. Denver CO

Workforce Planning Assistant Manager - Contact Center

Expired Job

Great West Retirement