Customer Service Coordinator
Bridgestone Americas
ERP
Customer Experience Workforce Management Director
Gainwell Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $127,400 - $182,000 per year
Job Level
Lead
About the role
- Develops and oversees the comprehensive workforce management strategy aligned with overall business goals
- Ensures accurate demand forecasting and capacity modeling for all customer experience teams (voice and non-voice), proactively adjusting plans to meet changing business needs and market dynamics
- Identifies opportunities for workforce optimization and cost reduction at an enterprise level
- Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices
- Optimizes staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies
- Ensures the WFM team swiftly addresses intraday staffing gaps or surges, minimizing impact on performance
- Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement
- Establishes appropriate KPIs to measure WFM efficiency and effectiveness
- Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions
- Champions the use of workforce management software and tools to enhance planning accuracy and efficiency
- Oversees the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting
- Pursues automation opportunities to streamline WFM processes and improve responsiveness
- Collaborates closely with Customer Experience, Quality, Training, and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints
- Communicates staffing needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance
- Supports new program launches and business transformations with expert workforce planning input to ensure proper staffing and resource planning from the outset
- Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators
- Sets clear goals and performance expectations for the team, and provides ongoing coaching, development, and succession planning
- Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability
- Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals
Requirements
- 15 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role
- Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment
- Proven ability to lead organizational change and process improvements in an operations or WFM function, delivering measurable gains in efficiency, service levels, or cost savings
- Able to define a vision for the WFM organization and execute initiatives that align with broader business strategy
- Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans
- Adept at critical thinking and data-driven decision-making, especially under dynamic conditions
- Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI) to drive insights
- Strong people leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations or functions
- Experience managing workforce planning for very large operations (for example, supporting 500+ front-line agents or employees across multiple sites and channels)
- Hands-on expertise with enterprise workforce management systems, with Verint WFE and Operations Manager software strongly preferred
- Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes is beneficial
Benefits
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- variety of leadership and technical development academies to help build your skills and capabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementdemand forecastingcapacity modelingscheduling methodologiesreal-time adherencedata analysisKPI establishmentautomationExcel analysisBI reporting
Soft skills
leadershipcoachingcritical thinkingdata-driven decision-makingcommunicationcollaborationperformance managementmentoringproblem-solvingvision definition
