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Workforce Manager in Orlando, FL by Bluegreen Vacations

Date Posted: 4/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The WFM Workforce Manager collaborates with the Senior Director of Financial and Workforce Optimization in the strategic planning and execution of workforce management across Bluegreen Contact Center operations. This role includes the management of WFM Analysts relative to the development of both short and long-term plans and execution of real-time staffing in alignment with performance expectations, which drive contact satisfaction and revenue generation for Bluegreen Vacations. Critical to the WFM Workforce Manager position is the ability to establish, recruit and develop a team of WFM professionals skilled at assessing and addressing staffing necessities across multiple lines of business in a fast-paced, ever-changing environment.

The ability to guide a WFM team who can recognize emergent issues within the trends while concurrently assessing resources needs and fiscal responsibility is essential to the position of WFM Workforce Manager. Personnel resources are further supported by strategic implementation and use of contact center technologies, which enable Bluegreen contact centers to optimize performance and balance cost with the ability to meet customer expectation and develop revenue. Success is driven through the obtainment of performance towards key indicators, which influence revenue, guest and Owner service, operational excellence and employee satisfaction. WFM support services are provided to Contact Centers within the Company that may benefit from access to data and subject matter expertise in workforce management.

Primary Position Purpose:
• Build and maintain a Best-in-Class WFM team
• Influence a networked contact experience across the Bluegreen Enterprise

Scope of Position:
• 10+ million (inbound & outbound) calls annually to support both pre-sales and service
• 7+ internal departments under different leadership
• 3+ locations, including remote agents; roadmap to include westward Center expansion
• Support for 18 hours daily over 7 days a week
• Roadmap to include multi-media and back office WFM support for Contact Centers

Position Responsibilities:
Best-in-Class WFM team:
• Create a highly motivating work environment with talent and expertise poised for rapid growth; to include associate satisfaction and ongoing performance management in accordance with Bluegreen standards
• Direct supervision of Forecast Analysts, Schedule Specialists and Real-Time Specialists across all Bluegreen Contact Centers
• Establish WFM Command Center(s) designed to manage real-time Contact Center performance, as well as the compilation and distribution of daily performance summaries, variances to plan, observations and recommendations
• Support the Contact Center WFM team members in all aspects of day-to-day operations and planning
• Create project plans and manage the implementation of select WFM departmental initiatives and projects
• Promote a positive regard to changing business practices related to the Contact Centers
• Partner with the Financial Analyst to ensure WFM headcounts are in constant alignment to financial forecasts submitted monthly and budget preparation for all centers; assist in variance reconciliation explanations for agent labor
• Consistent and routine evaluation of WFM tasks and product results to ensure the maintenance of worthwhile, value-add work; strive to maximize WFM systems utilization and automate verses create manual work
• Ensure WFM department business is carried out in an efficient, confidential and professional manner

Networked contact experience:
• Collaborate with Contact Center leaders, under the strategic direction of the Sr Director of Financial & Workforce Optimization, to develop comprehensive and functional plans aimed at attaining optimum performance statistics while maintaining an aggressive approach to cost maintenance/reduction
• Develop and maintain a strong and productive relationship of influence with Contact Center leaders, information technology, vendor and industry contacts
• Provide guidance and expertise in the development, revision and distribution of functional short and long-term staffing models for the Contact Centers in preparation for and alignment to budget to obtain idyllic performance
• Consistent and routine communication with WFM team members and Contact Center leadership to establish and reinforce staffing plans; seek to maximize opportunities for planned employee training, special projects, and use of personal and voluntary time off.
• Develop qualitative statistical analysis of available data to promote performance improvement in support of expectations and strategy; utilize analysis to support the ongoing development of processes, utilization and efficiency improvements
• Provide insight and feedback with regard to financial oversight, i.e., cost per contact, conversion rates, staffing and overall budgetary impact(s)
• Participate in ongoing review of new Contact Center technology offerings, vendors and partners to include WFM software(s)
• Assist in the design of a business continuity and disaster recovery plan to support key Contact Center functions across the enterprise

Performance Accountability:
• WFM team professional development, individual & overall performance, and department turnover.
• Obtain optimum forecast accuracy metrics for budget, long and short-term workload plans.
• Sustained schedule efficiency metrics to ensure maximized agent utilization in balancing schedules to workload volume.
• Consistently meet or exceed all established Contact Center performance KPI’s to provide consistency in caller experience across the Bluegreen Enterprise.
• Cost per contact.
Performs other leadership duties as required while maintaining confidentiality of affairs.
Other job related duties as requested.

Job Requirements

• Bachelor Degree
• 7+ years’ in Contact Centers working in a similar environment with WFM oversight required
• Extensive workforce management experience with demonstrated success
• Proven inbound, outbound dialer, email, chat, SMS, and back office staffing experience across multiple locations required; Omni-channel
• In-depth knowledge of Contact Center technologies; prior experience with technologies currently in use including Avaya, Five9, Verint, Strategic Planner, First-in-Line, etc. a plus

• Must possess proven operational and analytical skills
• Must have knowledge and skill in designing and implementing IVR and call routing plans that drive sales and delivers quality customer service experience
• Strong management qualities and leadership skills, sound judgment, decision making and problem-solving skills necessary to direct the WFM team and influence Contact Center operations
• Proficiency with general financial principles to execute business plans, review financial forecasts, and analyze the financial and operational performance of the Contact Center
• Understanding of revenue and cost management and other techniques or strategies that drive or support incremental revenue
• Previous experience integrating WFM with Salesforce a plus!
• Excellent organizational skills to assist in the execution of evolving business strategies
• Strong leadership skills with emphasis in talent acquisition, training, mentoring, development, coaching and employee relations, which represents the culture of the organization
• Ability to supervise individual staff and work teams effectively, fairly, consistently and in accordance with established human resource guidelines
• Proven ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective, value-free manner, remaining focused on outcomes while preserving positive working relationships
• Demonstrated ability to work in a stressful environment under the time constraints on multiple projects in a fast-paced environment
• Maintain physical stamina and a proper mental attitude to deal effectively with direct reports, management, leadership and outside contacts
• Thrive under pressure while meeting deadlines; ability to plan, organize, and execute multiple projects with timeliness and accuracy
• Must be able to communicate effectively in both written and oral forms by providing and obtaining information of a complex, technical or sensitive nature, effectively, clearly, correctly, concisely, completely, logically, in a timely manner, and at an appropriate level and format, while maintaining confidentiality
• Must have interpersonal skills to deal effectively with all business contacts


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