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| Workforce Planning and Performance Manager Salary: Location: Leicestershire Company: TRX Date posted: 7 Jul 2005 To Apply For This Job, Paste The Following Link Into your Address Bar: http://trx.iamhr.com/JobDetail.asp?key=LrksSpBUhnKfCrBRvak5v6Gprn9ioJXEcEf4OsvdvEI%3D TRX, Inc. is a leading, independent provider of transaction processing and data integration services to the global travel industry, as well as other industries involved with or affected by travel-related processes, such as credit card issuers. Our hosted technology and services allow clients to efficiently manage the activities related to travel and travel-related transactions, as well as the vast number of complex and dynamic data records generated by these transactions. TRX, Inc. Job Description Job Title: Workforce Manager ***8 months Fixed Term Contract*** Department: Workforce Management Reports To: Director, Workforce FLSA Status: exempt Prepared by: Director, Workforce Date Prepared: 20/06/05 SUMMARY This position will be responsible for managing, directing, and developing the Call Center Workforce team, while also serving as the point of contact for the Call Centers Operations staff on all related workforce issues both locally and nationally. This position has extensive planning related decisions to make throughout the day for several products and must be able to perform with absolute minimum supervision. ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned as needed.) # nbsp;Manage and direct the workforce team within the policies and procedures established by the Company and the Travel Industry. # nbsp;Manage day to day call traffic utilizing intraday ACD reports, and exception tracking forms. # nbsp;Adjust staffing levels with the use of appropriate procedures for undertime/overtime. # nbsp;Coordinate use of cross-trained associates to assist with high call volumes for other departments and clients. # nbsp;Manage the recording of daily absentee information and review for staffing consideration # nbsp;Ensure call center is appropriately staffed throughout the day to enable average speed of answer and handle call times to be met # nbsp;Administer the process of shift bids, shift swaps, and shift changes # nbsp;Coordinate the process of maintaining accurate headcount numbers by scheduling group and provide reports to the necessary stakeholders. # nbsp;Implement all national Workforce standards and initiatives in the center, by serving as the point of contact for the Centers Operations staff. # nbsp;Provide recommendations to improve Workforce processes and procedures across all sites. # nbsp;Ensure that all reports originating from the department are accurate and reliable. # nbsp;Help with the integration and implementation of new Call Center technologies. # nbsp;Prepare and analyze monthly Statistical Summary Reports. # nbsp;Manage the daily maintenance of Benefit Request forms utilizing all applicable business applications/procedures. # nbsp;Demonstrate initiative in learning all applicable business applications/processes to gain a comprehensive, thorough understanding of the information sources and uses. SUPERVISORY RESPONSIBILITIES The direct reports of this position include the Workforce Specialists in the same location. Responsibilities directly involving subordinates include: interviewing, hiring, and training; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. POSITION REQUIREMENTS # nbsp;Proficient in Microsoft Excel and Access. # nbsp;Proven ability in team building and leadership and problem solving skills. # nbsp;Ability to interpret symptoms of system malfunctions and be able to communicate to technical experts in a timely and effective manner. # nbsp;Strong knowledge in ACD technology and experience with forecasting/scheduling software. # nbsp;Ability to manage multiple tasks simultaneously. # nbsp;Experience in project management. # nbsp;Understand call flows, routing techniques. # nbsp;Ability to direct a team. # nbsp;Ability to work without supervision and meet established deadlines. # nbsp;Ability to work within and meet deadlines. # nbsp;Familiarity with the calculation for talk time; percent stationed, error rate, and manned staff per period. These records provide the position with the means to evaluate progress and performance as measured against Company/Departmental expectations EDUCATION and/or EXPERIENCE # nbsp;Minimum 2 years experience in a Call Center Workforce department. # nbsp;Minimum 2 years Supervisory experience in a Call Center # nbsp;Working knowledge of TCS, IEX, or Blue Pumpkin forecasting/scheduling software # nbsp;Experience utilizing Lucent, BCS, or Nortel ACDs. # nbsp;Preferred BS/BA Mathematical or statistical degree. COMMUNICATION SKILLS # nbsp;Ability to communicate effectively to all levels of management using verbal and written communication skills. # nbsp;Excellent communication skills, both written and oral. The incumbent interacts with management and technical expert personnel of a variety of departments. The incumbent must also communicate with other TRX branches, other processing centers, and client services. MATHEMATICAL SKILLS # nbsp;Preferred statistical knowledge REASONING ABILITY # nbsp;Ability to interpret key performance indicators furnished from models to implement a work schedule. # nbsp;Must be highly organized and have the ability to handle multiple tasks simultaneously. # nbsp;Must be able to prioritize duties. # nbsp;Must be able to analyze overall trends both at the site level and globally. CERTIFICATES, LICENSES, REGISTRATIONS # nbsp;None Required PHYSICAL DEMANDS Majority of time is spent in sitting position. Ability to move throughout the office either by walking or through assisted means. There are no lifting requirements for this position. WORK ENVIRONMENT The noise level in the work environment is usually quiet. Contact: Diana Sproul Job reference: JID1008452 Company name: TRX Telephone: Fax: Address: Email: Diana.sproul@trxeurope.com |
