Workforce Management Manager

Job Description

Workforce Management Manager

 

Customer care is our passion here at LegalZoom. Our goal is to delight our customers, resolve questions, and always provide best-in-class customer care so each and every customer leaves with the same feeling about LegalZoom that we share as a company – it’s a great place. As  Workforce Management manager, you will take charge of managing the systems and resources that help our exceptional customer care team do their job.

 

LegalZoom needs an experienced Workforce Management manager who will be responsible for monitoring, tracking, and producing effective call center forecasts, schedules, and analysis. You will also create key operational reports to ensure achievement of operating objectives.

 

 

What you’ll do:

 

• Responsible for managing the day-to-day operation of the WorkforceManagement team.
• Create policies and procedures to standardize specific workforce management functions.
• Manage day-to-day staffing schedules to ensure optimal coverage and queue efficiency
• Analyze call center volume, productivity, and patterns to optimize staffing levels. Make schedule adjustments if needed
• Advise management on long-term coverage trends to help ensure that Service Levels are met.
• Work with the leadership team to continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources
• Administration of Genesys Workforce Management tool
• Track, analyze and report on center and agent performance from Workforce Management tools
• Analyze and report historical data and trends
• Completes accurate and timely scheduling reports highlighting staffing concerns that would impact key metrics

 

Qualifications:

 

• Workforcemanagement subject matter expert with at least three years’ experience in a WFM leadership role.
• Results orientated - ability to prioritize and achieve results while working to deadlines under pressure
• Excellent problem solving, attention to detail, objectivity and the ability to think strategically
• Genesys WFM software experience preferred.
• Proficient in Excel, MS Word, and MS PowerPoint
• Strong mathematical, analytical, communication, and organization skills.
• Self-motivated and MUST excel in a high profile position.
• Project Management experience and Process Improvement experience helpful.
• High School Diploma/GED with 5+ years of relevant experience OR Bachelor's Degree required.

 

 

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

 

Job Location

Austin, Texas, United States

Position Type

Full-Time/Regular