Sr. Manager, Workforce Management

Description: This position will be responsible for providing strategic guidance to the managers in Workforce Management. This individual will oversee all capacity planning for eBay North America Customer Support and will be responsible for the flow of contacts through all systems to ensure efficient contact delivery and completion. The Senior Manager of Workforce Management will verify data through reporting and plan business strategies to increase efficiency in contact completion. The Manager of Workforce Management will develop strategy and implement plans which will enable these areas to meet overall corporate goals. The Manager will also participate in the staff growth and operational planning of the Workforce Management organization.

Specific Responsibilities include:
o Build, develop, and lead a team of managers and business analysts into a highly responsive team that meets the required standards.
o Deliver on three critical daily activities: 1) planning for the day, volume forecasting (both short and Long term), staff scheduling), 2) managing the day (making real-time staffing/queue adjustments), and 3) reporting on the day (providing daily/monthly MIS reports on actual to projected performance).
o Develop, communicate and manage employee performance plans and departmental objectives including contributing to the professional development of the team.
o Develop capacity planning tools to accurately forecast customer volume via various channels hourly, daily, monthly, quarterly, etc. Optimize schedule placement to best match volume arrival patterns. Translate this information into hiring forecasts and staff schedules, workstations, hardware, etc. Provide quick response to situational staffing variations.
o Development and execution of quality plans.
o Analyze volume drivers by source, handle time, root cause in order to effectively identify event avoidance opportunities.
o Partner with IT and other support groups to evaluate new hardware, software, tools and process improvements that can increase operational excellence.
o Work with peer managers to leverage best practices and understand new trends.
o Regularly review procedures and process flows to ensure that they meet industry and company specific guidelines.
o Rapidly and effectively adapt to a highly dynamic and aggressive work environment.
o Ensure Managers are identifying and communicating system and facility issues according to published escalation guidelines. This includes that each manager has the guidelines in their possession, completes a one-on-one review session with the Senior Manager, and signs off on escalation procedures semi-annually or when policies change.
o Participate in special projects as needed and perform other duties as assigned.
Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
o Display a high level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.

Qualifications:
o Must have 5-7+ years experience working in a workforce planning and management department in a contact center with an established company using software specifically designed for workforce management (e.g. Blue Pumpkin, eWFM, IEX, etc.).
o Must have previously managed the planning and forecasting function for a multiple site contact center with a minimum of 500 FTE.
o Experience working with Intelligent Contact Management integration software such as Genesys/Cisco preferred.
o Previous experience ensuring team meets or exceeds all published standards measured monthly and YTD.

Salary/Benefits: Salary commensurate with experience
We offer a complete benefits package. Visit