Open Network Exchange
Director - Work Force Management & Analytics (Onsite, Scottsdale)
Open Network Exchange, Scottsdale, AZ
Welcome to ONE!
While we're headquartered in sunny Arizona, we've always got travel on our minds. We're in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.
Summary
The WFD is responsible for assessing, analyzing, and reporting on the skills and productivity of each employee within the contact centers using the techniques and theories of workforce management. This position will provide and maintain performance reports by way of real time monitoring of all daily performance models, ensuring actual staff are aligned with predetermined forecasts and schedules.
What You Will Do:
Requirements
What We Offer:
Office Highlights - Scottsdale, AZ
Physical Requirements:
ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
While we're headquartered in sunny Arizona, we've always got travel on our minds. We're in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.
Summary
The WFD is responsible for assessing, analyzing, and reporting on the skills and productivity of each employee within the contact centers using the techniques and theories of workforce management. This position will provide and maintain performance reports by way of real time monitoring of all daily performance models, ensuring actual staff are aligned with predetermined forecasts and schedules.
What You Will Do:
- The WFD is responsible for ensuring that the correct number of agents are scheduled and available to answer an accurately forecasted volume of incoming service requests within an established service level.
- Monitor KPIs through active utilization of Workforce Management (WFM) tools (e.g., NICE InContact, NICE CXOne and IEX)
- Capture, store, and report on historical statistics.
- Produce and review reports; recommend productivity and efficiency improvements.
- Ensure data integrity within the WFM system.
- Provide contingency and resource plans on an interval and frequent basis when necessary.
- Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA).
- Provide and create new hire and department shift bids by analyzing team member schedules to ensure optimization and provide staff recommendations.
- Accurately forecast and determine future staffing needs based on business plans and expected call volume.
- Manage team expectations with regards to task assignments, work arrangements and other department expectations.
- Must be flexible with work schedules to accommodate different time zones.
- Identify suspected workload imbalances that requires a long-term queue reassignment, and request WFM analyst to pull numbers over a 90-day period to identify possible queue reassignments.
- Build and maintain an accurate schedule within NICE IEX scheduling tool.
- Update the schedule as needed to ensure accurate adherence statistics for agents.
- Coordinate and manage all off-line event scheduling for contact center representatives while maintaining acceptable staffing levels for multiple languages.
Requirements
- Degree in a relevant field or equivalent work experience over and above the minimum requirement
- 3-5 years' experience in Workforce Management.
- 3-5 years' experience in managing and developing teams.
- Experience with Workforce Management, including scheduling, forecasting, schedule adherence, workforce optimization, etc.
- Experience with contact center and WFM software and technology, including:
- NICE InContact/ CXOne ACD/IVR experience required
- IEX WFM experience required
- Must have a strong knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and the ability to coordinate and analyze data in a structured manner.
- Experience in performing WFM functions across multiple teams, including remote agents.
- Strong attention to detail, and a willingness to help if issues arise.
- Deep understanding of metrics required.
- Ability to effectively perform in a fast-paced environment, both independently and as a team
- Experience with various Workforce Management or timekeeping software programs.
What We Offer:
- Exclusive Team Member Travel Discounts
- Affordable Medical Insurance
- 100% Employer Paid Dental and Vision Insurance
- HSA with Company Contribution
- 401(k)
- Basic and Voluntary Life & AD&D
- Pet Insurance
- Covered Parking
- Amazing Culture!
Office Highlights - Scottsdale, AZ
- Modern office design
- Fully equipped gym is available to all employees
- Basketball Court - Perfect way to take a break and recharge during the day
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.