About the role
We are seeking a highly skilled Director to lead the planning, scheduling, and optimization of workforce operations in our call center. The ideal candidate will ensure optimal alignment of resources with demand patterns and design and test different outbound dialing strategies to maximize efficiency and revenue per lead and headcount. This role requires excellent interpersonal and leadership skills as it entails managing a team and extensive collaboration with our performance marketing, insights, and tech teams, in addition to the different operations teams. Exceptional analytical capabilities, a proven track record in Workforce Management (WFM), and hands-on experience with dialing software are essential for success in this role.
Key Responsibilities:
1. Workforce Management Strategy and Leadership
Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.
Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals.
Design and optimize outbound dialing strategies, including experience with different dialing modes (predictive, progressive, preview) to improve connect rates.
Apply lead scoring and call prioritization methods to maximize conversion rates.
Define and track performance KPIs for outbound operations, such as contact rate, conversion rate, drop rate, and agent efficiency.
2. Workforce Planning
Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections.
Anticipate workload fluctuations and ensure adequate staffing to meet demand while maintaining cost efficiency.
Collaborate with marketing and sales teams to align lead flow with dialing capacity.
3. Scheduling and Real-Time Management
Design and monitor schedules to ensure optimal shift coverage and operational performance.
Manage real-time adjustments to address unexpected demand changes or staffing issues.
4. Data Analysis and Reporting
Track and analyze key call center metrics, such as Average Handle Time (AHT), abandonment rates, and SLA adherence.
Provide actionable insights and recommendations through detailed reporting and data analysis to drive continuous improvement.
5. Technology Utilization and Process Optimization
Ensure effective utilization of WFM tools and software to enhance operational efficiency.
Identify and implement process improvements and automation opportunities to streamline workflows.
6. Leadership and Team Development
Lead and mentor a Workforce Management team, fostering a culture of high performance and continuous learning.
Provide coaching and professional development to strengthen team capabilities and ensure operational excellence.
Qualifications:
Education: Bachelors degree in Business Administration, Engineering, Statistics, Information Technology, or a related field.
Experience: A minimum of 8 years of Workforce Management experience, preferably in large-scale call center environments.
Proven Success: Demonstrated ability to manage complex operations and consistently achieve performance targets.
Technical Skills:
Advanced proficiency in WFM tools (e.g., Five9, NICE, Verint, or similar).
Familiarity with Salesforce for customer interaction management and reporting.
Expertise in data visualization tools such as Excel, Power BI, or Tableau.
Basic knowledge of SQL or database management is a plus.
About Aprende:
Aprende Institute, the leading online education platform for vocational abilities in Latin America and the United States' Hispanic market, offers a wide array of online training and courses, allowing its growing community of 30,000 students to acquire high-demand skills. These skills empower learners to transform their interests into income by starting a new business or a new career. Aprende integrates technology and digital media with traditional instructor-led classroom activities, giving its students a flexible and personalized learning experience, accessible on any device, that monitors students' progress and encourages engaged learning, skill mastery, and course completion. Furthermore, Aprende's tech platform and tailored content solutions assist corporations training and motivating their workforce and clients with unique experiences.
Originally posted on Himalayas