Workforce Management, Manager

At Entertainment Partners we help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world while fostering a work environment with the nimbleness of a start-up but the stability of a blue chip. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.

Are you looking for the next opportunity to revolutionize an industry? If so....

We are looking for a client-focused workforce management expert to build and maintain this discipline for our contact center and related work teams. You will be responsible for ensuring the proper balance between response/resolution and cost to serve clients. This individual will oversee the client operations productivity at the individual, departmental, and team levels and ensure that an efficient workforce management ecosystem is in place. Support is the primarily customer of this role, however, other areas such a set-up are likely to also be in scope over time. This role will perform forecasting and scheduling using historical data and business activities to develop resource allocation plans based on expected future volumes. This individual will collaborate with department leadership to refine plans as needed to achieve goals and the client operations teams are prepared in advance of incoming workload to achieve company and client success.

KEY RESPONSIBILITIES

• Own the forecasting of incoming work for the client success organization with an emphasis on Client Support, utilizing historical and future data (such as expected show starts, new clients and new product sales) to ensure actual to forecast have limited variability
• Design, develop and lead the strategic workforce management capability (plan/models/tools) including implementation roadmap and execution to support the global Customer Operations initiatives
• Manage and oversee all components of the required Customer Support performance reporting discipline including data analysis, data visualization/presentation and data integration strategies partnering with the data/business insights team as needed
• Synthesize quantitative data into actionable recommendations and partner with the business leaders to review performance, forecast accuracy and productivity to inform decisions/plans as necessary to mitigate risk and optimize Customer Support performance and maximize resource utilization
• Deliver business status reports and key performance metrics, reviewing daily for trends and potential problems at a global level
• Gather, analyze, and process all relevant data to enable and build optimized schedules, operational scorecards, accurate forecasts, capacity planning and financial forecasts
• Accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet customer needs and business objectives.
• Develop and maintain strong partnerships with cross functional stakeholder teams to promote and provide awareness of WFM framework and to inform strategic business intelligence reporting to executives and upper management for strategy discussions
• Demonstrate, train and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning and utilization, scheduling, intraday/real time monitoring, skilling, and performance improvement to Customer Operations leadership and team members of varying experience and ability
• Constantly review existing WFM processes/metrics and research/scope out requirements for new ones to drive improvements, automations, or enhancements
• Communicate with front-line leaders and executives to ensure they have the data needed to address staffing needs, both excess capacity and shortfalls to guarantee service levels are maintained within target.
• Execute contingency plans for service level challenges, system outages, or other catastrophic events as defined by the business, collaborates with Information Systems staff to design, implement, and maintain customer communications systems.

JOB REQUIREMENTS/QUALIFICATIONS NEEDED

• 5+ years previous experience in Workforce Management/Planning or Data Analysis for Customer Support and/or Customer Operations
• At least 2 years' experience leading a high functioning planning team
• Deep understanding of forecasting models and capacity plans with different omni channel types (social, email, chat, and phone)
• Action-oriented, never letting great be the enemy of the good
• Able to lead projects and move cross functional teams forward
• Collaborative and able to quickly develop strong, productive, and collegial relationships
• Experienced with a range of tools to build and communicate data-driven recommendations; Excel a must
• Familiarity with workforce tools
• BA/BS in an applicable discipline or equivalent relevant experience
• Knowledge of call center telecommunications and CRM monitoring/tools: Cisco and Salesforce Voice preferred
• Knowledge of and experience in troubleshooting, analyzing, and reporting on contact/call center activities preferred
• Knowledge of call center metrics and performance standards preferred
• PC skills (MS Word, Excel, PowerPoint, and database queries)
• Creative client focused problem-solving skills with high degree of diplomacy
• Strategic, quantitative, analytical, and operational mindset
• Knowledge of general business and management principles
• Ability to demonstrate professional demeanor under various circumstances
• Motivated, goal oriented and persistent
• Strong written and verbal communication skills
• Ability to collaborate and work with team and other departments effectively
• Ability to influence multiple audiences