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DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we?ve been the ideal workplace for ...
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we ve been the ideal workplace for ...
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Executive Directions & Pinnacle International - Wooster, OH US
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DISH Network is an innovative industry leader distinguished by its pioneering spirit. Since our establishment in 1980, we've been the ideal workplace for people ...
The Manager of the JAPA Workforce Management team is responsible for overall management & direction of the workforce centralized function. The Manager of Workforce Management ensures customer and shareholder goals are met by leading the WFM function for the JAPA Consumer and Corporate Servicing Centres. The WFP manager provides advice to management, call centre leaders and business developers on the most efficient and cost effective strategies to deliver on service level agreements.
Key Responsibilities Leads in the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s). Supports the Strategic planning, budgeting, forecasting and scheduling for the JAPA region. Drives Forecast Accuracy at the regional, market, site and skill group levels Produces a capacity plan that will deliver on SLA's at the most efficient cost Drives Schedule effectiveness through the production of schedules that are aligned with the call arrival patterns. Partner with the Global Call Delivery team to ensure proper call routing is in place to meet the business SLA's Support the SDO organization to forecast and plan for the impact of all new initiatives that are to be launched in each market Lead Capacity planning meetings with the Market leadership teams Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics. This includes, though is not limited to, call center volumes, FTE, schedule adherence and service level achievement. Creates and maintains an environment that encourages input from front line employees. Mentors the WFM team through training and development. Responsible for employee counseling, coaching, and performance reviews. Interviews prospective employees. Identifies and researches service level risks for problem resolution and management notification.
Required Qualifications:
Excellent knowledge of workforce management systems, processes and policy. Specialist in the area of Aspect eWFM tools and Avaya Excellent knowledge of all phases of Workforce planning,Forecasting/Scheduling and Intra-day functions. Possess the professional experience and aptitude to address escalated issues with a positive outcome. Proven experience leading, coaching, mentoring staff and building a strong team in a call center environment Experience troubleshooting system problems (Avaya, Aspect, CMS, Aspect) Extensive use of MS office/ Excel spreadsheets, and workforce management tools Expert knowledge and understanding of workforce planning programs and principles. Strong analytical abilities to provide strategies based on historical and current data. The ability to work with senior management teams to ensure clear goals regarding service level agreements. Proven ability to manage people, processes, and technology. Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives. Superior written and verbal communication skills. Excellent leadership and developmental skills Must have strong technical, project management, implementation and process improvement skills. General business acumen, including reporting and analysis, presentation skills, and organizational abilities. Able to travel as needed Flexible to work after hours if needed
