Sr. Manager, Workforce Management
West Valley City Utah
|Required Experience:||0 year(s)|
|Salary Range:||Not available|
Within Backcountry Group’s mission to connect customers to their passions outside, Gearheads are a critical factor in our experience to help customers make that connection with confidence. This role is vital to ensure Gearhead labor is managed efficiently across all customer contact channels, thus enabling Gearheads to deliver their value proposition to customers effectively. Reporting to the Director of Support Operations, you will lead the evolution of our Workforce Management practices and effectiveness. In addition to being responsible for short and long term forecasting, scheduleding, and adherence - you will be responsible for managing all internal processes to support annual budgeting and the ongoing management of performance to plan. To do this, you will integrate advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g. staffing, learning and development, talent management). You will be responsible for leading all related activities within your area, including conducting a deep dive into your area and making problems visible, finding the root cause, developing and deploying sustainable resolutions. About the job: • Drive a culture of customer advocacy, continuous improvement and cost optimization • Own the scheduling and adherence experience for a 500+ seat center, across multiple sites and 2 states • Generate and adjust short and long term forecasts and budget for customer service levels, Gearhead cost and revenue targets • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy and adherence to standards • Develop contingency plans and direct activities during problem resolution efforts,participate in post-resolution analysis of projects, providing input for future process improvements • Must analyze performance outcome to identify and communicate short and long term risks, formulating a plan of action to address • Drive efficiencies through economies of scale; identifying units of input that yield desired productivity outcomes and recognize variables that contribute to inefficiencies • Responsible for the design and improvement of operations in the areas of workforce management, scheduling and forecasting, data analysis, statistical reporting, tools and training • Drive strategic initiatives and support the development of long-term growth plans and profitability goals across Gearhead functions • Serve as a key stakeholder in the design and implementation of performance standards and measurements as well as policies and procedures for best in class customer service levels • Direct the WFM team’s overall recruiting, staffing, scheduling and performance management • Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency • Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team • Provide feedback to and work alongside with the Gearhead management team on quality issues, conducting root cause analysis with corrective and preventive action plans • Collaborate with the Leadership team (the VP of Gearheads and your peers) to align on Gearhead-wide strategy and projects • Support and manage Contact Center communication and customer engagement platforms for Telephony, Digital Engagement, Customer Relationships Manager, and Workforce Management (Cisco, LivePerson, Verint Impact 360, SugarCRM) About You • A passionate leader that fosters an inclusive team culture that drives his direct reports and peers to succeed together • 8+ years experience leading Workforce and/or performance management teams, with workforce management software experience • Comprehensive knowledge of Contact Center operations and systems, such as; Verint Impact 360, Adaptive, Liveperson, Cisco UCCX • Creative problem solving and analytical skills; ability to develop/implement process improvements • Flexibility with your schedule and willingness to work unconventional shifts, including weekends and several holidays throughout the year • Ability to act quickly, stabilize escalated situations, multitask, and adapt to frequent changes • Develops methods to measure effectiveness of WFM planning & scheduling processes and uncover insights and opportunities • Ability to communicate, present, and influence all levels of the organization • Creates reporting infrastructure that allows the business to clearly understand root causes of Service Level misses on a daily basis, and even throughout the day • Articulate with excellent verbal and written communication skills • Excellent listening, negotiation and presentation skills • Excellent verbal and written communications skills • Advanced Microsoft Excel skills • BA/BS degree or equivalent experience • Master’s Degree preferred • Lean, Six Sigma Green Belt or Six Sigma Black Belt preferred • Familiarity with SQL, Oracle Business Intelligence, and/or Tableau preferred About Backcountry Our mission is to connect people to their passions. Our five online stores—Backcountry, Competitive Cyclist, MotoSport, Bergfreunde, and SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, a superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. Backcountry employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending or Health Savings Accounts.