Workforce Management Manager at Ring
Glendale, AZ, US
The Ring Community Support Team is seeking a Workforce Management Supervisor to join our Call Center Operations in our Glendale, Scottsdale, or Mesa AZ offices. The WFM Supervisor will be leading a team responsible for forecasting, headcount, scheduling, skilling, and performance management. The supervisor will be our primary point of contact for Sr. Leadership and business partners, providing insight into our day to day operations to help continue our fight in reducing crime in neighborhoods.
Here’s What You’ll be Doing
Mentors, coaches, and motivates team members to achieve department goals and to perform at their full potential.
Responsible for hiring, ongoing training, coaching and development, and performance management with the Workforce Management team.
Provides oversight for multiple international workforce related projects and promote the use of efficient processes to ensure an accurate output.
Plans, carries out, and monitors the training and development of employees. As well as provides consistent coaching and feedback.
Works closely with IT Operations that support Customer Relationship Management (CRM) system, telecommunications and Enterprise Applications staff to administer and troubleshoot Contact Center Solution applications.
Do You Have What it Takes
Bachelor’s degree in business discipline (e.g. Finance, Accounting, etc.)
5+ years of leadership experience in workforce management in a multi-site, multi-channel contact center with 500+ agents.
Experience working with external contact center business partners
Expert level knowledge of WFM software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
Expert level skills in Microsoft Excel
Demonstrated ability to train all workforce concepts to team members of varying experience and ability
Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mind set.
Ring Inc. is proud to be an equal opportunity employer, and provides equal employment opportunities (EEO) to all employees and applicants with our regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Ring Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.