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Workforce Management Manager

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: November 19, 2021

Job Description:

Essential Duties and ResponsibilitiesWorkforce Management Manager

  • Strong ability to start-up a new WFM and Reporting structure that would include: Forecasting, Scheduling, Intraday Management, Real-Time adherence, Exception Management, and Performance Management Metrics
  • Responsible for leading the Workforce Management (WFM) team, which includes WFM Analysts
  • Provide operations center coaching and development assessment of weekly 1-on-1, providing review of goals and helping to create development plans
  • Oversee the scheduling function by providing optimal forecasting, scheduling and identifying new methods, efficiency strategies, and opportunities
  • Oversee that the real-time management team by providing the appropriate real-time oversight and take appropriate action to meet service level goals and maximize efficiency
  • Oversee reporting internal and external reporting and analytics for Call Center and MSUFCU teams
  • Oversee all labor budget responsibilities for the various Call Center teams
  • Provide analytics on trends and use data to identify drivers, while continuing to evolve Call Center structure in Business Intelligence tools that are available
  • Serve as a subject matter expert for specific programs and coordinate with operations teams to ensure consistent business and operational goals
  • Develop and maintain short-term and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods
  • Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership, while implementing appropriate action plans
  • Review and analyze the monthly, quarterly, and yearly Call Center Performance Reports for both internal and external stakeholders and distribute as required
  • Perform other related duties and assignments as required and as assigned by Senior Leadership, Managers, and Member Support Services.
  • Participate in training to insure staff compliance with Credit union policies, state and federal regulations as assigned.
  • Perform other duties and assist other employees, as assignedKnowledge, Skills, and Abilities Required
    • Bachelor of Arts /Bachelor of Science degree required or equivalent degree
    • 2-4+ years of experience performing WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
    • 2+ years of experience managing a WFM team providing forecasting, scheduling and real-time management in a multi-site contact center environment
    • Strong senior experience with Workforce Management software that includes start-up, forecasting, scheduling, real-time adherence and exception reporting functionality
    • Experience in Customer Relationship Management, Cloud based Automated call distributor system applications or comparable systems strongly preferred
    • Extensive experience in process improvement, change management and overall operational excellence, LEAN or Six Sigma certification preferred
    • Must be able to multi-task, be detail oriented, and possess experience in project management and organizational skills
    • Extensive experience in presentation and communication skills
    • Excellent interpersonal and written communication skills
    • Build effective teams and collaborate with key leadership and interdepartmental groups
    • Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams
    • Extensive quantitative and analytical skills
    • Must be proficient with Excel, have the ability to organize and analyze and import and export data in a structured manner; database administration, pivot tables, SQL queries, etc.
    • Strong working knowledge of Windows based programs including Word, PowerPoint, Access, etc.
    • Experience with BI tools, such as Tableau, Qlik and/or other cube-based analytics platform is preferredPhysical Demands and Work Environment
      • Required to sit for longer periods of time, stand, walk; talk and hear; and interact with office equipment
      • Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
      • Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposureExperiencePreferred
        • 2 year(s): Managing a Workforce Management team
        • 2 - 4 years: Workforce Management functions (capacity planning, forecasting, scheduling, real-time management)EducationRequired
          • Bachelors or betterEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: MSU Federal Credit Union, East Lansing , Workforce Management Manager, Executive , East Lansing, Michigan

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