Bringing smiles is what we do at TTEC… for you and the customer. As a Director of Workforce Management working remotely in the USA, you will be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You will be Doing
Do you have a passion for leading, mentoring and coaching? In this role, you will work with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects. Responsible for overall WFM delivery, support, and execution across multiple programs/clients. Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact with different support groups on matters of recruiting, training, hiring and attrition.
You will report to the Executive Director of WFM . We are looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
Compensation and Benefits: The anticipated starting salary range for individuals expressing interest in this position is $100,000 – $120,00 USD
During a Typical Day, You will
You will provide leadership for the Global WFM team and ensures adherence to company and department policies and procedures across multiple programs/clients. Assists in analyzing client metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients. Support sales organization by participating in meetings with prospects to explain/define TTEC’s WFM platform as well as other applicable business systems utilized by the WFM groups. Consistent review of TTEC processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TTEC and Client. Maintain awareness of emerging industry tools. Perform a period review of current TTEC tools against other tools available to ensure that TTEC continues to use cutting-edge technology
- Achieve 100% of accuracy and speed in the delivery of requirements. (Strategic planning, project
- Manage day-to-day operations, processes, and WFM-related reporting. (Teamwork and collaboration, problem-solving, accountability, people skills, results orientation, relationship building)
- Improve the key success metrics associated with workforce management goals. (Data analysis, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation) These include:
- In-chair occupancy (IOCC %) and phone occupancy (POCC %) management
- Achieve client service level commitment/objectives
- Manage real time team to goals and objectives
- Ensure ongoing and clear communication between operations & client
- Deliver excellent customer service and communication. (Teamwork and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)
- Actively manage the staff, support, motivate and retain an outstanding WFMteam. (Leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, integrity)
- Ensure the WFM team has the tools, systems, and support needed to perform their job. (Systems troubleshooting, sense of urgency, timeliness, analysis, and problem-solving)
- Ensure compliance with TTEC’s processes and tools, and system changes. (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
What You Bring to the Role
- 5 – 10 years direct MANAGEMENT experience with WFM in contact center business with customer service orientation
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Strong data analysis, business intelligence and reporting. Experienced in Power BI is a plus
- Strong mindfulness and desire to follow procedures with a High level of integrity and judgment
- Working knowledge of database applications such as MS Office and WFM platforms: Aspect eWFM, Verint WFM, NICE IEX
- Six Sigma / Lean / White-Belt Certification, Black belt is a plus
What You Can Expect
- Supportive of your career and professional development
- An inclusive culture and community-minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- Ask us about our paid time off (PTO) and wellness and healthcare benefits
- And yes… a great compensation package and performance bonus opportunities, benefits you would expect, and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Visit www.mybenefits.ttec.com for more information.
About TTEC
Our business is about making customers happy. That is all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
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