Overview:
The Workforce Management Manager is responsible for the strategic vision as well as tactical day to day operation of Contact Center Workforce activities for the primary bank Contact Centers as well as Enterprise direction and collaboration. They are responsible for the enablement of inbound and outbound Contact Center communication activities with M&T Bank customers. This role ensures effective workforce management strategy, process, and execution across the Contact Center, ensuring high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing the use of resources and adaptation of technology to increase efficiency and achievement of metrics. The incumbent provides leadership and expertise on both short-term and long-term operations, budgeting, capacity planning, processes, and tool development to optimize the staffing strategy. This position is responsible for oversight of scheduling, as well as Command Center operations, including the recasts of daily projections on call volume demand, directing the scheduling of staff and training for appropriate skills-based routing based on historical and anticipated volume. The role also oversees the analysis of real time and historical contact center performance and identify opportunities to improve performance. The role oversees the identification and management of the communication of real time volume drivers and system outages that impact performance.
Location: This is a hybrid position out of Buffalo, NY, Bridgeport, CT or Millsboro, DE.
Primary Responsibilities:
- Interface regularly with Head of Enterprise Customer Contact and direct reports as well as other contact Department heads as a head of practice for Enterprise Workforce Management.
- Provide strategic direction and oversight to all Contact Center Workforce Management activities.
- Drive associated Scheduling and Command Center teams to ensure efficient staffing and achievement of all SLAs and other service-related metrics.
- Drive team that implements monitoring, analysis and reaction to real time contact volume both call and eventually chat support and associated service levels and staffing requirements.
- Trend real time call arrival patterns and adjust staffing accordingly.
- Establish a vision for Workforce Management System and build/maintain capabilities.
- Establish performance metrics and monitor workforce performance against established targets.
- Conduct regular analysis and audits of workforce data, identifying trends, gaps, and opportunities for improvement.
- Lead the development of workforce scheduling processes to ensure coverage and services levels. This includes but not limited to accurately maintaining current agent skill set inventory, agent group inventory, and schedule recruitment and training. identify real time call volume interruptions and system outages that impact Contact Center performance.
- Escalate Contact Center interruptions to appropriate business continuity leaders in a timely fashion.
- Create and maintain comprehensive reports and present actionable insights to senior management, highlighting areas for optimization.
- Ensure effective budget and risk management is in place, including the production of Contact Center budgets, accurate monthly monitoring, and year-end outcomes.
- Forecast and provide corporate direction for large scale one-time events such as large product launches or bank conversions.
- Provide leadership to the workforce management team, promoting a culture of accountability, collaboration, and new ideas.
- Coach and develop team members, ensuring their professional growth and skills enhancement.
- Foster a positive work environment that encourages teamwork and promotes a member centric approach.
- Manage schedule adherence reporting and banker feedback process. Perform additional duties as assigned.
Supervisory/Managerial Responsibilities:
Oversees a group of 5-10 directs and a group of 25-50 in total. Exercise customary managerial responsibilities. Responsible for the direction of multiple major Contact Center Departments. This position interacts with executive management.
Skills / Capabilities Required
Minimum eight years of experience scheduling and forecasting experience in a Contact Center environment with demonstrated experience with reporting/analytics responsibility or comparable business intelligence and modeling work required. Demonstrated proficiency in workforce management tools and software (e.g., workforce management systems, scheduling software, analytics tools, etc.). MS Excel, MS PowerPoint and/or MS Access skills required. Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders. Demonstrated ability to work in a fast paced, dynamic environment and manage multiple priorities effectively. Detail oriented, with emphasis on accuracy. Capability to interact with Senior/Executive management.
Education and Experience Required:
Bachelor’s degree in a related field plus 7 years of relevant work experience or in lieu of degree, 11 years of relevant work experience in a call center or bank operations environment. Minimum two years of management experience required.
Education and Experience Preferred:
Genesys Cloud CX or Genesys WFM, Banking Industry Experience, Managing vendor partnerships, Budget setting/tracking experience.
9 years of relevant work experience or in lieu of degree, 13 years of relevant work experience in a call center or bank operations environment. Ten years of management experience required.
Physical Requirements:
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,611.94 - $167,686.57 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Williamsville, New York, United States of America