SR Workforce Manager Job in Denver 80201, Colorado US

Position Overview- Ensures efficient, effective,
consistent, and analytical approaches are followed during the planning stages of
the daily/weekly/monthly call center operational plans in order to achieve
optimal client performance and profitability.

 

Essential Duties Frequency
Performed

Able to
perform all essential duties of WF Manager 
as well as:

1.      
Develops
new business processes and/or enhances existing business processes at both the
national and local level.

2.      
May
develop automated web delivery tools supporting redesign effort.

3.      
Formulates
systems to support overall business strategies, writes detailed flow charts and
implementation plans, and assists in developing project plans. Communicates
findings to all corporate support functions as well as outsource functions.

4.      
Assists
Director WF Management with special projects and initiatives.

5.      
Serves
as back up to Director WF Management.

6.      
Other duties as assigned.

Responsibility Decision Making
Authority

·        
Freedom
to Act

o    Normally receives no instructions on
routine work and general instructions on new assignments.  Work assignments are complex in nature where
judgment is required in resolving problems and making recommendations.  Applies extensive knowledge of the job, and
company policies and principles to complete a wide range of tasks.

o   
Supervises
WF staff.  Responsible for the overall
direction, coordination and evaluation including; interviewing, hiring, and
training employees; planning, assigning, and directing work; appraising
performance; rewarding and disciplining employees; addressing complaints and
resolving problems.

Relationships

·        
Internal
Contacts

o  
Interacts
with peers and WF staff to provide assistance, and with Director WF to receive
assistance with non-routine situations.

·        
External
Contacts

o  
Vendors
and Clients

Knowledge, Skills Abilities

·        
All
skills and abilities of WF Manager as well as:

 
Education Experience

·        
Bachelor’s
degree (BA/BS) from a four (4) year college or university or equivalent
combination of education and experience is required.

·        
Five
(5) years experience in a call center environment and three (3) years
experience in a management capacity.

Travel Requirements

Some travel
is required approximately

·        
Up
to 50% Travel

Reports To:

·        
WF
Director/SR


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