Workforce Management Manager - Caring
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AI Summary
Lead the design and execution of the operational blueprint for a sales contact center, replacing guesswork with precision through robust forecasting and scheduling models. Manage dialer strategy and performance metrics to synchronize outbound velocity with inbound responsiveness to drive revenue.
Caring Workforce Management Manager
Position Overview
Caring, a business unit of SilverAssist, is looking for a Workforce Management (WFM) Manager who is both a technical "builder" and a strategic partner. In this role, you will lead a team of one to two to design and execute the operational blueprint for our family contact center (sales).
Your immediate mission is to replace "guesswork" with precision. You will use Excel as your
primary engine to build robust scheduling and forecasting models, while simultaneously formalizing the end-to-end WFM lifecycle. This role requires a unique blend of mathematical rigor and dialer strategy, ensuring that our outbound velocity and inbound responsiveness are perfectly synchronized to drive revenue, as well as strong advisor and family experiences. Speed is equally important as experience.
Key Responsibilities
1. Process Architecture & Implementation
- The WFM Lifecycle: Design and document standardized processes for forecasting, scheduling, and intraday management.
- Marketing Integration: Establish a "Feedback Loop" with the Marketing team to ingest campaign calendars and lead-gen projections into your staffing models.
- Hiring & Training Cadence: Lead "Staffing Calls" with leadership to provide data-driven recommendations on hiring clips, class sizes, and nesting schedules.
2. Expert Excel Modeling & Scheduling
- Custom Scheduling: Build a flexible, Excel-based scheduling system that accounts for varied shift patterns, sales "power hours," and shrinkage (PTO, training, breaks).
- Capacity Planning: Create sophisticated models to calculate the "required vs. actual" headcount needed to maintain response times on hot leads.
- Automation: Utilize advanced Excel functions (VBA, Power Query, or complex arrays) to streamline manual data entry and reporting.
3. Dialer Strategy & Performance
- Dialer Optimization: Manage and optimize dialer strategy (predictive, power, or preview) to ensure maximum agent talk time and minimal drop rates.
- Metrics Ownership: Define and track key WFM pillars, specifically Adherence (are they at their desk?) and Conformance (did they work the total hours promised?).
- Sales-WFM Alignment: Balance traditional metrics like ASA and Abandonment with sales-critical metrics like "Speed to Lead" and Dialer Penetration.
- Accountability Reporting: Deliver daily and weekly "Flash Reports" to Sales Leads highlighting performance gaps and optimization opportunities.
4. Strategic Technology Roadmap
- Vendor Evaluation: Assess the current manual environment to determine the business case and timing for transitioning to a professional WFM software suite.
- Scalability: Build "lightweight but sturdy" processes that can transition seamlessly into an automated system as the organization grows.
Technical Profile & Skills
- Excel Mastery Expert level: Building Erlang models, automated schedules, and interactive dashboards from scratch.
- Dialer Management: Hands-on experience managing outbound dialer logic and pacing to optimize sales productivity.
- Sales Operations: Experience managing "Speed to Lead" and balancing inbound vs. outbound sales workflows.
- Analytical Rigor: Ability to translate raw data into a "Staffing Story" for executive leadership.
- Process Design Proven track record of creating SOPs for scheduling, time-off requests, and real-time management.
Qualifications
- Experience: 5+ years in WFM, with significant experience in a Sales/Outbound environment.
- Operational Agility: Proven ability to thrive in fast-paced, evolving environments while building and maturing workforce management capabilities; you have a track record of building processes and tooling from the ground up where they previously did not exist.
- Leadership: Experience managing at least one direct report and influencing cross-functional stakeholders (Marketing, HR, Sales).
- Project Management: Demonstrated ability to build a function from the ground up rather than just maintaining an existing one.
What We Offer
- Competitive compensation and benefits package with a salary range of $80 - $95k based on experience. Benefits include group insurance options, 401(k) plan, and flexible paid time off.
- Remote opportunity with some travel possibility (no more than 10%) depending on business needs.
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