We are looking for an exceptionally creative, strategic, and analytical senior leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new industry innovations to join us as the Director of Global Workforce Management. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives.
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Responsibilities:
Develop long term strategic vision of Audible workforce management.
Work closely with senior CS leadership to create and execute call center growth strategies.
Continuously introduce cutting-edge innovations from the industry.
Have a continuous improvement mindset of critically evaluating existing processes to find operational efficiencies.
Manage a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and local intraday workforce management.
Support global capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading weekly capacity planning meetings
Oversee intraday management of scheduling procedures, analyze real-time workload requirements and call routing to manage performance to service level requirements and maximize utilization of resources.
Administration and utilization of Amazon workforce management and ACD tools to maintain skills, profiles, queues and workflow rules, introducing new configurations as business needs arise.
Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements.
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and VTO
Carry out day to day supervisory responsibilities in accordance with company policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Act as a mentor and/or manager, assist in the career growth and development of the Workforce Management team by driving focus on our core values and leadership principles. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.
Participate in site senior business leadership meetings; develop and drive strategies and programs which improve the competitive position and profitability of the organization.
Perform other duties and assignments as directed.
Basic Qualifications
Bachelor’s degree in a quantitative field (engineering, finance, economics, math, statistics) or degree in a related field (i.e., Business Management)
5+ years successful experience in operations with demonstrated progressively increasing responsibility, and 2+ years’ experience managing workflow systems/teams in a complex, multi-skill call center.
Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization.
Extensive knowledge of call center technology (ACD, IVR, WFM).
Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire large groups of people are a must.
Independent thinker capable of taking initiative and working with minimal direction.
Strong analytical, reasoning and problem solving skills.
Strong organizational and time management skills, ability to prioritize multiple assignments and ability to deal with ambiguity.
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Ability to work a flexible schedule to meet business needs of a 24x7 operation.
Some domestic and international travel may be required.
Preferred Qualifications
Benefits:
We have a comprehensive benefits package but here are some of the fun perks:
Free catered lunch daily, breakfast on Mondays, all the snacks you can eat and Happy Hour on a Friday
Free onsite gym and 25% fitness reimbursement
Ruthless ping-pong tournaments and seasonal sports clubs - volleyball, basketball, soccer, etc.
Endless company sponsored events
Transit reimbursement, paid parking and shuttle service
Tuition assistance
Annual Amazon discount and much more...
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