Customer Support WFM (Zenni)

Customer Support Workforce Manager COE Manila, Philippines

Description

Customer Support Workforce Manager has a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's global workforce efforts. With your functional expertise in workforce management, you will provide thought leadership, structure, and hands-on oversight to drive successful, measurable outcomes. You will help Zenni achieve its business objectives by overseeing contact volume forecasting and capacity planning execution, for our outreach and incoming contacts, to ensure our customers receive prompt assistance on incoming support inquiries.

Requirements

Lead overall strategy and daily workforce operations for Zenni's global Customer Support organization

Monitor and evaluate call center staffing levels, call volume efficiency, and correlated customer and employee satisfaction results for all areas of the business

Drives the continuous improvement of workforce planning models and processes by developing methodologies to report accuracy and performance; reporting key trends and risks; analyzing new and historical data to determine root cause of issues; recommending and presenting remedies and solutions regarding planning issues and risks; and working with senior management to finalize and implement solutions

Responsible for managing abandoned calls, idle time and other specific metrics related to calls

Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence

Assist with scheduling of PTO, Training and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely

Collect data, analyze and provide recommendations for improvement of contact center performance

Manage a team of real-team analysts

What skills do you need?

Previous experience leading workforce management in a contact center (>300 people)

Proven experience managing a team of Real-Time Analysts

You have a track record of developing and executing high accuracy planning models

You have experience in forecasting and headcount planning for B2C and B2B support teams

Data-driven with ability to leverage data to build recommendations and drive alignment with stakeholders

Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality

Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

Ability to work independently and as a team player

Experience using managing WFM tools