Description

Summary:

The Workforce Management Manager (WFM Manager) is responsible for overseeing all aspects of workforce management, including capacity planning, forecasting, scheduling, real-time management, and reporting. This role involves leading a team of WFM professionals, developing and implementing WFM strategies, and ensuring alignment with business goals.

Duties and Responsibilities:

• Lead and manage the WFM team, including Coordinators, Planners, Specialists, and Leads.
• Develop and implement workforce management strategies to optimize staffing levels and performance.
• Oversee capacity planning, forecasting, scheduling, and real-time management processes.
• Present reports, updates, insights and recommendations to senior management to support decision-making.
• Identify and implement process improvements to enhance the accuracy of forecasts, efficiency of scheduling, and overall workforce management effectiveness.
• Stay updated on industry best practices and emerging technologies in workforce management and incorporate them into the organization’s processes.
• Work closely with other departments, including Operations, Human Resources, and IT, to ensure that workforce management processes align with business goals.
• Communicate workforce plans and changes to relevant stakeholders and ensure alignment with organizational objectives.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with other departments to address workforce-related issues and improve efficiency.
• Drive continuous improvement initiatives within the WFM function.
• Performs other duties as assigned.

Basic Qualifications:

• Bachelor’s degree or at least 5 years of related experience or,
• 3+ years of Customer Solution Center or call center experience
• Excellent communication and interpersonal skills to collaborate with cross-functional teams and communicate effectively with stakeholders at all levels
• Advanced analytical skills including working with advanced forecasting modeling, advanced data sets, pivot tables, statistical functions, and methods
• Strong knowledge of MS Suite, Egain, and Verint
• 3-5 Years of Tableau Creation and data connection experience
• Proven leadership experience, including supervising or mentoring a team

Preferred Qualifications:

• Advanced knowledge of forecasting analytics
• Certification in workforce management and capacity planning
• Highly proficient knowledge of MS Office applications with strong Excel and PowerPoint skills
• Ability to interpret data and communicate results effectively
• Aptitude for identifying continuous improvement opportunities and solutions
• Proven ability to analyze data, generate reports, and provide insight and recommendations based on Customer Solution Center needs.
• Capable of driving business outcomes via effective partnership with colleagues across the enterprise

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.