Workforce Manager  

About VGW

VGW is a cutting edge tech company focusing on online gaming. We own and operate several market-leading brands in the largest markets in the world and have about 400 team members globally, all committed to building something amazing, pushing our boundaries and having fun in the process. We’ve been disrupting online social casino and poker gaming since 2010 and bringing fun and excitement to millions of customers. VGW has a dynamic and happy workplace and we all have huge amounts of energy and a real passion for our products and our players.

About the role
Under general supervision, the position is responsible for scheduling staff across all contact center teams. Makes short term and long term interactions volume and staffing recommendations to operations in order to enhance customer satisfaction with VGW services. The job requires working knowledge of workforce management principles, practices, policies, procedures, and techniques. Solves complex problems within established parameters and identifies and recommends responses to new and unusual circumstances and situations. This role reports to the Customer Support Operations Manager.

Duties and Responsibilities:

• Creates and publishes weekly call center employee schedules.
• Enters in all current day-agent schedule exception requests.
• Reviews annual leave submissions for effect on operations and provides approve/deny recommendations
• Analyzes workforce data to identify optimal training schedules for contact center employees
• Creates reports and notifies operations managers and senior leadership of current and future staffing needs
• Maintains reporting for attendance incidents.
• Tracks employee adherence and other contact center specific metrics.
• Uses methods such as Erlang C and forecast modeling to identify optimal staffing levels.
• Utilizes workforce management software to identify historical trends.
• Serves as liaison between cross-functional departments regarding future staffing needs.

Qualifications:

• 2-5 years of experience in Workforce Management, preferably in contact centers with at least 100 employees.
• Bachelor degree preferred, or 3 plus years of relevant work experience.
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Demonstrated strong analytical skills, with emphasis on forecasting.
• Ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Ability to organize information and have attention to detail and accurately follow procedures.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
• Ability to sit the entire workday viewing a computer monitor.