Workforce Management Manager Job Vacancy in Verizon Colorado – Latest Jobs in Colorado

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Company Name : Verizon
Location : Colorado
Position : Workforce Management Manager

Job Description : When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing…

Visible & You
Named one of Fast Company’s Most Innovative Companies and “Best Telecom Brand” in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry – and we’re having a lot of fun doing it.
Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness – disruption, innovation, and culture – while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.
In this hybrid role, you’ll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA,Irvine, CA, Basking Ridge NJ and New York City.
When members reach out to us, you will make sure that we have the right people available to provide them with the best member experience. You’ll be working behind the scenes to ensure that we have the resources available during the times that our members need us most.You’ll be standing up a new WFM practice for the Visible Care service teams from the ground up. As part of that role, you will monitor, report on and adjust routing daily to execute on the forecasted volumes for each site. You’ll be working with the care operations, care strategy and care experience teams to increase awareness of workforce planning and the impacts observed for seasonality, new product releases, site expansions, etc.. You’ll be introducing new technologies and use of AI and innovation to revamp the existing workforce model. You will also proactively share best practices and success strategies with your peers to contribute to positive overall company’s performance and set Visible up as the industry leader in workforce planning. Ultimately, you’ll be the one that makes sure our members are connected to the right person at the right time, through the right channel, to increase the overall member experience.
Responsibilities:
Forecasting

Create and continually iterate short term and long term forecasting and planning models to determine agent headcount needs, and in turn, work closely with leadership to identify the need to scale new support centers
Use advanced data modeling to create and continually iterate on 90-day, 6 month, and 12 month volume forecasts that SPC partners will use to staff their sites.
This modeling must account for arrival patterns and how they are impacted by marketing activity, product launches, seasonality, etc.
It must also account for planned defect fixes and product enhancements and their impact to care volume.
Forecasting must be created down to 30-minute intervals.
Work cross-functionally to understand upcoming feature releases, marking/PR activities, gross add projections, and any other factors across the business that may impact care volume.
Forecast the number of licenses that will be required by the member services team based on job functions by each supplier, providing this information to both the finance and the Visible workplace technology team. Report actuals to forecast monthly and account for the over/under.
Provide the business case overviews for any additional Purchase Order requests that are needed for additional licenses so the business technology team, sourcing and finance can work to provide the number required.
Work closely with vendor management to ensure forecast aligns with staffing plans and needs across SPC partners.
Work closely with vendor WFM analysts to align on WFM needs and goals at every site.

Intraday Performance Monitoring

Monitor intraday performance including care volume, average contact duration, agent availability (work hours less offline time for breaks, lunch, training, coaching, etc) to provide key highlights to the site managers and ensure adequate coverage all day, every day.
Provide recommendations on alternative tools or modifications/enhancement/adjustments that can be made to increase productivity and improve the member experience.
Serve as a thought leader and create best practices for on-site vendor WFM analysts and meet regularly to ensure maximum effectiveness.

Routing

Establish routing mechanisms that can be used within the existing chat platform to manage volume by supplier
Fully responsible for overseeing contact volume routing to ensure each SPC receives the volume forecasted, with minimal variation from projections. The person in this role will be relied upon to identify opportunities for improvement and work closely with the CX Product teams to make changes to routing rules as needed.
Adjust routing as needed in real-time to address any insufficient staffing through alternative methods such as overtime or shifting volume to another location while maintaining the expected forecast for the sites.

Insights and Analytics

Act as a liaison between the supplier sites and the Visible onsite support team to report on any key drivers to volume.
Provide feedback and recommendations based on quantitative and qualitative data analysis to the leadership team on resource management improvements, including AI/Chatbot contact deflection.
Create and provide enterprise reporting/trending/analysis.

What we’re looking for…

You’re analytical, organized, and detail-oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. Identifying opportunities to improve the way things are currently done gives you a lot of satisfaction. You adapt to the growing environment of a start of culture. You are a highly effective communicator and listen with both your eyes and ears. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and juggle multiple tasks with ease.
You’ll need to have:

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Three or more years of customer service workforce planning and analysis experience.
Ability to effectively work with all levels of management and successfully establish cross functional partnerships.
Ability to collaborate virtually with various workgroups simultaneously.
Intermediate to advanced analytics, modeling and forecasting skills.

Even better if you have:

A degree.
Critical thinking and decision making skills.
Knowledge of digital support/delivery.
Creativity and out of the box thinking.
Sense of urgency and assertiveness to quickly make decisions.
Excellent time management skills.
Ability to thrive in a fast-paced environment with tight deadlines.

Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a Colorado work location, the compensation range for this position is between $82,000 and $152,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Equal Employment Opportunity

We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).

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