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Manager, Workforce Management

Company: Automobile Club of Southern California
Location: Costa Mesa
Posted on: May 14, 2022

Job Description:

Manager, Workforce ManagementManage and oversee workforce management team to ensure the call centers optimize staffing to deliver top box service to our members at minimal cost to the company. The main function of this position is overseeing the long-term, short-term, and real-time forecasting / planning of our staffing needs, by evaluating contact volume, headcount requirements, and time-off requests. In addition, this position requires assessment, analysis, and reporting on employee productivity at the individual, departmental, and organizational level. Keen attention to detail, effective communication, and problem-solving skills are required.Responsibilities:

  • Ensures forecast staffing requirements are accurate and that the real-time, short-term, and long-term management of staffed resources meets both members' needs and employees' needs.
  • Responsible for making decisions in real-time to ensure that members' needs are being met at all times.
  • In depth knowledge of Genesys Workforce Management systems and Genesys InfoMart data.
  • Oversee hiring, training, and management of WFM staff. Develop goals and conduct performance appraisals.
  • Review forecasts on an intra-day, daily, weekly, monthly, and annual basis, compare to actual results, identify opportunities for improvement and implement solutions.
  • Develop & maintain real-time, historical, and custom reports for call center metrics.
  • Works directly with the IT group to identify and resolve issues to include loss of historical data, inaccurate data, changes in configuration, etc. Qualifications:
    • BA/BS degree or equivalent combination of education and work experience required.
    • 3-5 years of workforce management experience at a supervisory level or above is required.
    • Proficiency in Genesys Workforce Management software and InfoMart database required
    • Human Resources experience preferred
    • Proficient in the Microsoft Office suite, particularly Excel -
    • Utilize technology to effectively support the management function
    • Problem analysis and problem-solving ability, effective communicator, adaptability, and resource managementRemarkable benefits:
      --- Health coverage for medical, dental, vision
      --- 401(K) saving plan with company match AND Pension
      --- Tuition assistance
      --- PTO for community volunteer programs
      --- Wellness program
      --- Employee discountsThe Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team."Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value."AAA is an Equal Opportunity EmployerThe Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Keywords: Automobile Club of Southern California, Costa Mesa , Manager, Workforce Management, Executive , Costa Mesa, California

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