Workforce Management Manager
Description
What Makes a Workforce Management Manager for American First Finance?:
American First Finance is a leading provider of financing solutions for the retail lending industry. The Contact Strategy team at American First Finance is responsible for managing CCAAS solutions supporting the operations teams. Join our dynamic team of skilled professionals with endless opportunities to grow your skillset and work with exciting technology. This role will be crucial to the success of the company as you will focus on deploying and managing our WFM solution. Ideal candidates will have experience configuring WFM software out-of-the-box to customize for our specific business needs. A strong technical background, experience managing RTAs, and effective communication and reporting skills are all expected skills for this position.
Essential Job Duties:
• Configure the Nice IEX cloud solution based on LiveVox configurations for services and skills to support forecasting, scheduling, and reporting needs for the workforce.
• Provide Contact Center advance planning and scheduling solutions for operational staff.
• Lead team of Real-Time Analysts (RTA) providing constant updates and schedule modifications to support the business.
• Create and manage reporting to support adherence to schedules, schedule optimization, and scorecards.
• Collaborate with business directors and team leaders to ensure accurate forecasts and schedules within specified SLAs.
• Develop long-term planning for staff headcount across multiple near-shore and domestic contact centers.
• Coordinate staffing adjustments due to unforeseen circumstances, such as disruption to staffing due to weather events, influx of inbound contacts, and site outages.
• Configuration of scheduling, forecasting, and reporting for staffing across voice and digital channels.
• Provide insights, develop analyses, and identify areas of opportunity in support of the business needs.
• Work with Sr. Director of Contact Strategy and Reporting manager to provide Monthly and Quarterly Executive reporting in Power BI.
• Provide Contact Center advance planning and scheduling solutions for operational staff.
• Lead team of Real-Time Analysts (RTA) providing constant updates and schedule modifications to support the business.
• Create and manage reporting to support adherence to schedules, schedule optimization, and scorecards.
• Collaborate with business directors and team leaders to ensure accurate forecasts and schedules within specified SLAs.
• Develop long-term planning for staff headcount across multiple near-shore and domestic contact centers.
• Coordinate staffing adjustments due to unforeseen circumstances, such as disruption to staffing due to weather events, influx of inbound contacts, and site outages.
• Configuration of scheduling, forecasting, and reporting for staffing across voice and digital channels.
• Provide insights, develop analyses, and identify areas of opportunity in support of the business needs.
• Work with Sr. Director of Contact Strategy and Reporting manager to provide Monthly and Quarterly Executive reporting in Power BI.
Minimum Requirements & Qualifications:
• 3 years experience deploying and managing Nice IEX Workforce Management solution.
• 1-3 years managing staffing solutions across multiple locations
• 1-3 years Operations, Contact Center, Command Center or related experience.
• 1-3 years LiveVox or similar contact system experience.
• Willingness to learn and work towards an expertise within a multitude of applications in a team setting.
• Visionary with the ability to anticipate needs, impacts and seeing the full picture with a foresight for upcoming technologies and trends.
• Excellent written and verbal communication with an eye for documenting processes and attention to detail.
• Taking initiative and ability to follow through on projects within established timelines.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Bachelor’s Degree or equivalent business experience.
PREFERRED SKILLS
• Certification in Contact Center workforce management solution
• Experience with configuration in support of multi-site staffing with varying employment requirements, hours of operation, and skillsets.
• Advanced configuration experience with Nice IEX and administration of software to support forecasting, scheduling, and reporting.
• Managing a team of real-time analysts to provide the operational business teams with updates, alerts, and reports.
• 1-3 years managing staffing solutions across multiple locations
• 1-3 years Operations, Contact Center, Command Center or related experience.
• 1-3 years LiveVox or similar contact system experience.
• Willingness to learn and work towards an expertise within a multitude of applications in a team setting.
• Visionary with the ability to anticipate needs, impacts and seeing the full picture with a foresight for upcoming technologies and trends.
• Excellent written and verbal communication with an eye for documenting processes and attention to detail.
• Taking initiative and ability to follow through on projects within established timelines.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Bachelor’s Degree or equivalent business experience.
PREFERRED SKILLS
• Certification in Contact Center workforce management solution
• Experience with configuration in support of multi-site staffing with varying employment requirements, hours of operation, and skillsets.
• Advanced configuration experience with Nice IEX and administration of software to support forecasting, scheduling, and reporting.
• Managing a team of real-time analysts to provide the operational business teams with updates, alerts, and reports.
Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to resolve disputes.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to resolve disputes.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer