Workforce Manager

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children with an emphasis on families who lack the information and financial resources to access these options. By pursuing this mission, we help public education fulfill the promise of equal opportunity.

Position Overview

The Workforce Manager is responsible for managing Forecasting and Resource Planning for ~1,000 Customer Service employees in voice, email, chat, social, and back-office channels.  Designs and implements Workforce Management solutions using industry standard methods.  Forecasts contacts based on historical and planned factors; converts forecast into staffing requirements and schedules to maximize customer experience and employee experience while minimizing cost.  The position will be reporting to the Director, CX Data Analysis and Workforce Management.  

Essential Functions

• Forecast future volumes using industry standard methods based on historical and planned factors. 
• Use forecast to plan headcount requirements and schedules that maximize customer experience, maximize employee experience, and minimize cost. 
• Build forecasting and scheduling solutions using common office applications. 
• Identify, test, and recommend workforce management and scheduling applications. 
• Effectively communicate staffing strengths, risks, and opportunities in a clear and actionable manner 
• Propose solutions to identified risks and opportunities

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbents may be required to perform other additional duties as assigned. 

Required  

Associate’s degree in relevant field or equivalent experience 

Three years of contact center forecasting experience 

Two years of experience with at least one enterprise forecasting and scheduling application 

Preferred 

Bachelor’s degree in relevant field or equivalent experience 

Four years of contact center forecasting experience 

Three years of experience with at least one enterprise forecasting and scheduling application 

Core Values

Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture. 

Everyone is an asset.

Every event is an improvement opportunity. 

Physical Demands

This position regularly requires the abilities of sitting, manual dexterity, grasping, talking, hearing, seeing and repetitive motions. 

Work Environment 

This position is remote. Some travel may be required.

Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.