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WorkForce Management (WFM) Manager

Company Name:
Lee Enterprises
## Description
WorkForce Management (WFM) Manager
Lee Enterprises, media company and leading provider of local news and information, has an immediate opening for an experienced call center WorkForce Management Manager. This position can be located at either The Times in Munster or Crown Point.
KEY RESPONSIBILITIES AND DUTIES:
Manage WFM processes and staff
Administration of setup and utilization of Community WFM software and ACD reporting
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center performance statistics
Collection and analysis and reporting of historical agent performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with HR, Recruiting Training to coordinate the hiring and training of new employees
Work with training and operations to coordinate multi-skill training for existing agents
Oversee communication to new hires on schedule process
Oversee short-term workload forecasting
Oversee scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Oversee analysis and reporting of employee performance including schedule adherence
Recognizes and recommends operational and support improvements
Perform other duties and assignments as directed
QUALIFICATIONS:
Workforce management subject matter expert with at least three years experience
Proficient in MS Word, MS Excel, MS PowerPoint
Strong mathematical, analytical, communication and organization skills
Self-motivated and MUST excel in a minimally managed, high profile position
CANDIDATE QUALIFICATIONS:
Must have at least five years of contact center WFM experience or three years of WFM management experience
We offer competitive compensation and benefits and an amazing team of professionals with which to work. Interested and qualified applicants, please apply on line at .
EOE
## Qualifications
QUALIFICATIONS:
Workforce management subject matter expert with at least three years experience
Proficient in MS Word, MS Excel, MS PowerPoint
Strong mathematical, analytical, communication and organization skills
Self-motivated and MUST excel in a minimally managed, high profile position
CANDIDATE QUALIFICATIONS:
Must have at least five years of contact center WFM experience or three years of WFM management experience
## Job
Job: Customer Service
Primary Location: Indiana-Munster-The Times - Munster - Munster, IN
Organization: The Times - Munster
Schedule: Full-time
Job Posting: May 21, 2014, 10:06:11 AM
Req ID: 000101MN

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