Customer Care Manager, Workforce Management

BRIEF POSITION SUMMARY:The Manager, Customer Care Workforce Management is passionate, thinks strategically, and contributes major new innovations at MSC. This role is responsible for three areas 1) Workforce Management program 2) The Customer Care Daily Ops Coordinator Team. 3) The Forecasting Analysts. The WFM Manager will be responsible for facilitating all day to day activities of the call center operations and analyzing operational performance by utilizing WFM systems, building optimum, statistically valid, forecasts to drive ideal staffing levels across all operational sites, ensuring resource needs are met across all business units. In this role you will contribute to consistently achieving service level goals by efficient headcount management. In addition, these duties include administering all WFM platform builds, enhancements, upgrades, and implementations whether software or business unit driven.DUTIES and RESPONSIBILITIES:Owns all comprehensive WFM / Oceana system architecture tools and programs from build, to implementation, to daily execution within the national Customer Care business in all locations; All duties can also apply in support of Branches, Special Services and the VSC where applicable as expansion of tools occurs.Manages daily call center operations. May assume daily management of specific functional areas within the call center which could include direct responsibility for supervisor or senior supervisor.Leads directly the WFM team consisting of the following groups in up to 6 locations nationally: Workforce Analysts/Operations CoordinatorsDevelops future looking models overall within WFM in anticipation of changing needs to operating model as well as to optimize operations.Aligns the WFM to all internal customer business plans accordingly and calibrates each year for change.* Collects, analyzes, maintains and interprets data and makes recommendations regarding Call Center Operations.Delivers accurately and on time all daily, monthly, quarterly and yearly workplans and strategies in support of WFM & Oceana deliverablesResponsible for ensuring all staffing workforce plans are in place for the leadership team to meet and exceed service metrics daily and adjust to operating needs.Evaluates and communicates customer issues & trends to business leaders and provides recommendations.Coordinates huddles, team & staff meetings and training schedules.Mentors and trains supervisor to ensure exceptional core metrics, productivity, customer service and reporting.Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associates’ efforts which include but not limited to quality monitoring, coaching for success, and corrective action plans.Acts as the point of contact for communication with the local call center managers and supports the national Oceana team with resolving issues that could affect call center operations.Participates in the recruiting, selection, hiring and onboarding of all call center associates.Documents and reports the goals and results monthly for all groups monitored using various toolsWorks with the Call Center Manager with all duties inherent in the role of a Manager as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.Investigates best practices and leads cross-functional teams to drive improved service levels within Cross functional leaders.Travels to all call centers to be the liaison between business leaders and coordinators to increase specific or general customer service and call center operations knowledge. Trains other call center / branch leaders and call center associates on knowledge gained to contribute to success within Operations and the call centers.Build & executes P&L plans for their business unitCompiles non-financial business results quarterly in support of financial and public report outsPartners with all Customer Care and cross functional leaders to understand changing business needs and makes appropriate recommendations as necessary.Communicates regularly with Customer Care, Special Services, Vending, and Branches to ensure open lines of communication.Performs all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct including hiring, termination, review and development of associates.Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.Participates in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

A Bachelor’s Degree in Business or the equivalent experience required.Minimum of five years inbound/outbound call center experience required.Minimum of two years business experience as a manager/supervisor required.Experience with Workforce WFM technology platforms, processes and systems, and tools is requiredTelephony technology knowledge is requiredBI reporting experience is preferredINDICATES ESSENTIAL DUTIESTo perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.SKILLS:

Strong understanding of Customer Care operations is required.Knowledge of call center technology, including call routing, workforce management required, and call center telephony required.Excellent written and verbal communication skills required.Strong problem-solving skills and the ability to pick and choose battles; Can present their position professionally and push back when needed without damaging relationships with operational leaders.Strong team-based interpersonal skills required.Open minded and flexible mindset with ideas, concepts and individuals.Excellent time management and organizational skills requiredCompensation starting at $82390 - $129470 depending on experience.The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions changePandoLogic. Keywords: Customer Service Manager, Location: Southfield, MI - 48075 , PL: 595232042