Workforce Management Supervisor - Tempe Arizona

$50,000 yearly
  • Ring
  • Tempe, AZ, USA
  • Dec 18, 2020
Full time Business Development Consultant Customer Service Retail Sales Strategy-Planning Personal Security Project Managment Supervisor Operations

Job Description

DESCRIPTION

Ring is looking for an experienced, organized, and self-motivated full-time Workforce Management Supervisor to join our WFM team in Tempe, AZ. As a WFM Supervisor, you will be responsible for the supervision of the Real-Time team at Ring. This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Responsibilities:
· Lead a team of up to 14 cross functional team members; coaching, developing, and motivating direct reports and team to ensure that they are providing world-class service
· Drive efficiencies within the RTA and broader WFM team.
· Manage daily service levels through the analysis of intraday and historical performance
· Respond and adjust the plan to trends across multiple geographies and time zones
· Provide leadership, coaching, and guidance to the WFM team; hire, train and develop employees
· Coordinate cross-functional staffing activities based on intraday trends identified through multiple workforce management systems and operational analysis
· Monitor real-time tools to identify trends or issues that impact neighbor and employee experience
· Take decisive action to proactively mitigate neighbor and service impacting events
· Design, develop, and maintain workforce management reporting tools and processes to ensure enduring success.
· Develop and maintain daily, weekly, monthly reports across contact centers
· This position requires that you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our Customers

BASIC QUALIFICATIONS

· 3+ years of experience in a workforce management role
· 3+ years of contact center experience
· 1+ year experience in a supervisory or managerial role
· Must be able to work evenings and weekends

PREFERRED QUALIFICATIONS

· Bachelor’s degree in statistics and/or business is strongly preferred
· 5+ years of experience in workforce management
· Experience with leading cross-functional teams and a demonstrated history of providing solutions to complex problems
· Strong Microsoft Office Skills (Word, Excel, PowerPoint) is required
· Strong quantitative and analytical skills
· Excellent interpersonal skills, including strong listening, written and verbal communication with the ability to clearly and professionally communicate with others
· Ability to conduct a detailed workforce analysis and use productivity applications to manage and summarize data

Qualifications

See job description