Manager, WFM

We are seeking a Manager, WFM for our Draper, UT or Glendale, AZ office! Within this key management position, the qualified candidate will be responsible for the oversight and coordination of all forecasting, scheduling, and contact optimization for Progressive Leasing’s Call Center Operations. The objective of this position is to draw business insights from data through complex analysis, mining, and visualization and ensure accuracy and efficiency of data analytics to better service the contact center and customer payment assistance areas. Effectively communicate insights to leadership to help drive strategic decision-making. This includes forecasting and analyzing call volume by call type, handle time, distributions, absenteeism, overtime and/or low call volume staffing needs to ensure optimal performance is met at lowest possible cost to the system. This position is responsible for the outbound collections dialer and leading the dialer team and strategy’s. Also, this position is responsible for the analysis of the CPA dialer performance and providing guidance on schedules and staffing for the CPA departments in order to increase right party contacts.

What You’ll Do:

• Build and maintain productive relationships with Senior Leaders across the organization in order to understand their business objectives and strategies that will align analytics objectives
• Collaborate with peers within the WFM, Finance, Sales Ops and Operations teams to establish goals and plans to prioritize, organize and accomplish project and department goals
• Partner with management teams to formulate, implement, test, and validate predictive models while generating innovative solutions by approaching problems with curiosity and open mindedness and using existing information to its full potential
• Design and implement advanced analytical processes to create predictive forecasting and target setting models
• Lead and develop a team to perform data mining and analysis to explore a variety of data sets
• Drive the implementation and direction of new tools and technologies to drive customer insights which will direct business strategy
• Design and maintain the data structures and workflows that enable highly efficient data operations to identify key data insights
• Conduct analysis and recommend solutions to real time performance issues that will improve operational efficiency, consistency of results, and/or employee satisfaction
• Create IDP plans for analysts and perform performance reviews
• Hire and onboard new analysts
• Work side-by-side with WFM leadership on projects and staffing plans
• Develop knowledge of the call routing systems to ensure schedules match the call distribution rules
• Oversee a staff of analysts that provide analysis for Operation departments
• Manage and Analyze data in order to determine staffing for the contact centers
• Ensure accuracy of analysis and forecasts created by analysts
• Work with Operations to determine strategy of call campaigns that ensure continuous improvement and optimize outbound dialer campaigns to meet business goals and objectives
• Proactively work with all areas of collections to identify opportunities to recommend and apply new account segmentation strategies
• Responsible for managing collection dialer strategy including compliance with state/federal regulations, operational effectiveness and performance analysis
• Inform leadership and business owners of any significant issues, significant changes, and developments in the collections area that have impact to our current or future business
• Promote implementation and monitoring of standard dialer processes, reporting, and education programs
• Manage applicable preparation of reporting for staff review and performance documents, reporting and KPI’s for direct reports

Minimum Experience & Qualifications:

• BA/BS Bachelor’s Degree in a job related field of study preferred (mathematics, statistics, finance, business analytics etc.)
• Must have 2+ years’ experience in WFM (forecasting and real-time scheduling)
• Experience with managing employees across multiple sites
• Management experience with teams of at least 1-10 people required
• Experience with MS Office Suite with high proficiency and working knowledge of Excel
• Proficiency with WFM software applications (ININ, IEX, Community, Verint, etc.)
• Excellent oral, written, interpersonal, and organizational skills
• Must be self-motivated and able to work with minimal supervision
• Must be detail oriented, organized and can work independently as well as with a team
• Proven performance in a fast-paced, growth work environment
• Ability to make sound decisions quickly in a fluid work environment

Compensation, Perks & Benefits:

• Competitive Compensation
• Full Health Benefits – Medical/Dental/Vision
• 401k, Paid Time Off and Tuition Reimbursement
• Full Service Gym, Game and Lounge Area, Basketball Court
• Free Healthy Snacks and Refreshments
• Subsidized Public Transit
• Fun and Relaxed Work Environment

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