Manager - Workforce Management

We are the world’s largest automotive services and technology provider. Fueled by the largest breadth of first-party data fed by 2.3 billion online interactions a year, our company tailors leading solutions for car shoppers, auto manufacturers, dealers, lenders and fleets. The company has 29,000+ employees on five continents and a portfolio of industry-leading brands.

The Manager, Workforce Management is responsible for overseeing the 3rd party vendor relationship. Must have specialized expertise and experience with capacity planning, forecasting, scheduling and intra-day management. Develop and implement the process to capitalize on synergies and drive efficiencies in support.

The Manager, Workforce Management will work collaboratively with internal CAI business units and 3rd party WFM teams to optimize the effectiveness of resources across all departments.

Success in this role will result in achieving and maintaining optimal contact center efficiency, ensuring the contact center is focused on managing and lowering operational costs while delivering a superior customer experience.

Workforce Planning:

• Managing WFM 3rd party resources in development and tracking accurate short-term and long-term forecasts for outsourced contact center volumes based on historical data, trends, and business drivers.
• Collaborate with various 3rd party stakeholders to gather information on upcoming promotions, product launches, and other events that may impact contact center volumes.
• Conduct regular analysis to identify patterns, trends, and anomalies in contact center data to refine forecasting models.
• Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting.
• Own end-to-end tracking and control processes for forecasting headcount, site capacity, and metrics performance across a complex partner network.
• Build optimal long-term staffing plans by balancing the needs between the customer experience, operational flexibility, and cost effectiveness.
• Compliance model

Scheduling And Staffing:

• Create daily forecasts by product, region, and support channel and share the plan with respective contact center partners.
• Evaluate and provide feedback on the contact center partner's staffing plan to ensure the quantity of labor is sufficient to meet service levels while minimizing unnecessary labor costs.
• Retroactively monitor adherence to the plan and make necessary adjustments to the forecast to address unexpected fluctuations in call volumes.
• Mitigate capacity risks and provide capacity levers by managing dependencies across multiple BPO partners and clearly communicating opportunities.

Forecast Modeling & Budgeting:

• Collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances.
• Capable of building staffing and cost models using hypothetical scenarios as a precursor to potential changes to the business
• Collate and communicate estimates for budget planning purposes.
• Own monthly reporting of financial impacts to 3rd party budget and staffing allocations
• Manage 3rd party invoicing process

Performance Monitoring And Reporting:

• Establish and monitor key performance metrics, providing regular reports to leadership on workforce performance and efficiency. Identify areas of improvement and implement strategies to enhance contact center performance, thereby lowering costs per customer contact.
• Analyze historical data and provide insights to aid in decision-making for staffing adjustments and process improvements.
• Continually seek new data points that can help maintain an accurate volume forecast.
• Demonstrates specialized knowledge and understanding, through proven success with leading consultation efforts.
• Oversee root cause investigative analytics based on observed and quantified trends, forecasting, scheduling, and intraday management.
• Collaborate with CAI leaders and 3rd party WFM teams to standardize and improve operational efficiencies.
• Help team to adapt to constantly evolving environments - identify and eliminate risk to sustain critical metrics during periods of flux.
• Make changes to processes, procedures, or standards where warranted.

Technology And Tools:

• Able to evaluate trends, build forecasts, and establish workforce planning best practices using Tableau, MS Excel, PureInsights and PowerBI, etc.
• Recommend innovative technology when it can drive improvements with forecast accuracy.
• Manages WFM real-time automation tool and system functionality in partnership with Business Analyst
• Evaluate and recommend tools and technology aligned with business objectives to meet workforce management goals and client experience goals.
• Manage WFM outage process and support all business liaisons.

Cross-Functional Collaboration:

• Collaborate with other departments such as Operations, Learning & Development, Business Process Improvement, Product Finance, and Tools & Technology to ensure alignment between workforce strategies and overall business goals.
• Launch all WFM initiatives for 3rd party partners
• Communicate with leadership and provide business insights derived from data analysis.
• Build strong 3rd party relationships