• Workforce Optimization Manager

  • Responsibilities

    The Workforce Optimization Manager is responsible for all facets of workforce management for a multi-site call center operation.  They are required to understand the broader direction of the businesses they support and serve as a subject matter expert for forecasting, planning, and staffing in an environment with a high degree of complexity.


    The Workforce Optimization Manager will be focused on establishing and maintaining all workforce management goals associated with tracking, analyzing, planning of work volume, cost, headcount requirements, shrinkage, attrition and performance.  They will act as the key facilitator and liaison with the leadership team for all things workforce management related.



    Position responsibilities:

    • Drive operational excellence related to workforce management
    • Develop and communicate all operational and call center short and long term plans
    • Monitor, track and analyze call center service level performance and scheduling assumptions
    • Engage business leaders in business strategy discussions on all things workforce management related including determining workforce implications; translating business strategy into human capital needs and potential impacts
    • Identify trends and incorporates those trends into long term FTE forecasts
    • Sets goals and reviews metrics with all levels of leadership team to ensure consistent performance
    • Develop and implement changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business
    • Develop and implement work flow and call routing strategies to maximize call handling performance while reducing the cost to serve
    • Utilize data to enhance customer service, manage workflow, make changes to the business and establish an environment focused on exceptional customer service
    • Build and develop a high performing team plans, organizes, staffs, directs and controls the day-to-day operations of the department to deliver on and exceed business expectations
    • Ability and experience in building individual team member competencies and skills in support of Workforce Optimization functions.


    • Required – 5+ years’ workforce management experience in call center operations or other high volume complex service or/or operational environment.
    • Required – Experience in workforce management software (Verint/Impact360 preferred).
    • Required – Experience in business consulting, financial analysis/planning, predictive modeling/forecasting, project management, or operational analysis.
    • Must possess a strong background in statistical methods, modeling techniques, and expert level user of MS Excel / Suite. Preferred – Experience with training, quality and customer service
    • Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
    • Experience working in fast pace environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
    • Change Agent – Ability to lead and be productive through organization change and challenges
    • Work across the organization as a thought partner; maneuvers through matrix complex policy, process, and people-related organizational dynamics
    • Trusted partner/influencer to bring increased credibility to the capacity planning function and gain buy-in from all levels of the organization
    • Ability to effectively communicate and/or present capacity plans and respond to questions from technical groups and management
    • Building partnerships and working collaboratively with others to meet shared objectives with diplomacy and confidentiality between multiple groups across the organization.



    Desired personal attributes:

    • Enthusiastic
    • Motivated
    • Team Player
    • Organized
    • Flexible

    Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Essential Functions:

    While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Finally, the employee generally works in an indoor office environment; working hours beyond the normal workweek may be required.


    TransPerfect Connect is the world's leading provider of device-independent remote interpreting services, including video interpretation and over the phone interpretation (OPI). Transperfect Connect is a division of TransPerfect, the world's largest privately held provider of language services and technology-enabled translation solutions to support global business. Founded in 1992, TransPerfect has over 3,500 employees and maintains offices in over 90 cities worldwide.




    About TransPerfect


    For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.


    With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.


    TransPerfect is an equal opportunity employer.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed