Workforce Manager Call Center- Operations

Workforce Manager Call Center- Operations

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1052419BR

What you'll do at

• Track, analyze and report call center and agent performance metrics in a growing, service focused, contact center
• Analyze and report historical data and trends and develop forecast models
• Manage employee information changes
• Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings
• Determine appropriate shrinkage and acceptable non-productive time, while maintaining service levels
• Forecast current and future staffing needs based on projected volume
• Produce schedules for staff based on forecasted volume
• Facilitate weekly / monthly service level planning and forecasting meetings
• Manage Time off requests
• Approve discretionary activities to increase occupancy
• Make recommendations and help set priorities when planning and scheduling off phone activities
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
• Manage real time adherence, reporting and scheduling teams
• Use WFM software (Verint) to track, forecast and report essential data to increase efficiency and effectiveness of staff
• Perform other duties and assignments as directed

Minimum Qualifications

• 4+ years of call center experience
• High proficiency in MS Word, MS Excel, MS PowerPoint
• Strong mathematical, analytical, communication, and organization skills
• Self-motivated and must excel in a minimally managed high profile position
• Knowledge of call center fundamentals
• Previous experience with ACD reporting, Aspect and WFM processes desired

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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