CS Workforce Operations Manager

The Workforce Operations Manager (WOM) is responsible for a group of client teams. The WOM is accountable for delivery of contractual service levels. This includes, forecasting, scheduling, staffing, planning, skill management, and routing.

Key Responsibilities/Activities
 Manage/Accountable for achieving contractual service level targets
 Produce and accountable for daily/weekly/monthly forecasted call volume/aht/shrinkage
 Determine the amount of Overtime (OT)/ Voluntary Time Off (VTO) that is needed
 Establishing the PTO threshold hours
 Effectively manage shrinkage
 Support for Client Reporting
 Manage Skills on each team
 Manage the ID Process and create process improvement

Result Measures
 Meet Service Level Goals
 Shrinkage Goals are met
 Call volume forecast within 10%
 Fees paid for Service Levels missed
 Budget vs actual headcount measures
REQUIREMENTS
Education & Certifications
 Bachelor's degree or work experience required
Work Experience
 Call center operations management experience
 Forecasting/Scheduling Experience
 Staffing Forecast Experience
 Must be able to effectively communicate and consult with Leadership
 Must have a Workforce Manager background -- includes forecasting of daily, weekly, quarterly call volumes; scheduling units of time and coordinating schedules across groups; knowledge of call and skill routing; ability to manage service level agreements; schedule monitoring and adherence to a schedule; shift analysis; headcount management.
 Prefer technical experience in either Genesys or eWorkforce Management

Knowledge, Skills. Attributes
 Strong statistical background
 CS best practices (in depth) service related best practices (high level)
 Understanding of client requirements for CS Service Levels
 Knowledge of Hewitt Policies, Manager Tools and Resources (i.e. Transaction Center, Associate Resource, etc)
 Strong Operations background
 Strong math aptitude
 Strong understanding of budgeting
 Strong understanding of forecasting/planning
 Thorough understanding of Hewitts Staffing Model
 Strong working knowledge of Operational Measures

Other-Travel Expectations/Other Unique Role Characteristics
 Some travel may be required less than 10%

Competencies
Technical Skill
Problem Solving and Decision Making
Learning Agility
Adaptability and Flexibility
Organizational Perspective

All Associates should exhibit the 4 company values - People, Excellence, Collaboration/Teamwork, and Integrity and act in ways that uphold the companys side of the Associate Experience.



Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.