Associate Manager, Workforce Management - Customer Service
Gannett
Louisville, KY
Full-time
Call Center / Customer Service
Posted on May 17, 2023
Req #37884
Tuesday, May 16, 2023
Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.
Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid.
To connect with us, visit www.gannett.com
Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com
Department Purpose
- Responsible for the call, FTE, interval staffing forecast and coordinating with operational teams for capacity planning in environments as assigned. Service level, cost efficiency (occupancy) and other key performance indicators as assigned will be met at or above goal.
Job Purpose
- Manage staff to achieve a high degree of ownership, accountability, and results.
- Ensure engagement is developed and maintained through communication with all stake holders (Finance, Operations, Training, Human Resources, Outsourcers etc.).
- Generates accurate staffing plans which optimize service level, occupancy attainment.
- Analyzes and adjusts contact, capacity plans and schedule sets based on actuals to plan trends.
- Develops action plans with stakeholders (Finance, Operations, Training, Human Resources, Outsourcers etc.) addressing performance challenges, holds owners to commitments and escalates as needed.
Duties and Responsibilities
- Oversee and ensure usage and maintenance of call models for assigned environments.
- Oversee and ensure usage and maintenance of capacity models for assigned environments to deliver the highest level of service level and occupancy.
- Work closely with direct reports (WFM Coordinator I, WFM Coordinator II) in the generation of schedules to achieve goals.
- Partner with stakeholders (Finance, Operations, Training and Human Resources, Outsourcers etc.) in developing and implementing optimized schedule sets while balancing team member and business needs.
- Conduct analysis of assigned queues to identify opportunities to improve service level, budget attainment, and employee satisfaction. Develop recommendation and articulate strategies managing actuals to the delivery of agreements.
- Proactively identify hurdles to goal attainment. Develop action plans to mitigate impact and escalate as needed.
- Manage staff in the various workforce management disciplines of forecasting, scheduling, and capacity planning.
- Maintains an active role in the development of assigned staff to strengthen the team members workforce management knowledge.
- Exercise consistent judgement and discretion in matters of significance.
- Exhibit regular, consistent, and punctual attendance.
- Other duties as assigned.
Qualifications
State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.
Required Qualifications include:
- Bachelor’s degree or equivalent work experience
- 5+ years relative work experience
- 2+ years of supervisory or lead experience
- Understanding of fundamental workforce management key performance indicators
- Understanding of forecasting, capacity planning and scheduling
- Experience managing staff in a remotely, onsite and in a hybrid environment
- Ability to derive and implement effective action plans based on analytical analysis of data
- Self-starter who can multi-task and thrive in a high-stress environment
- Ability to communicate effectively, succinctly orally and in writing
- Ability to demonstrate critical thinking, teamwork, time management, strategizing, and decision-making
- Proficiency in Microsoft Excel, Word, and PowerPoint
Direct reports and/or Org Chart
Reports directly to the Director of Strategy and Implementation | Director
Gan.Sales
#LM1-JM1
#LocaliQ
Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees.
In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at Recruit@gannett.com.
Other details
- Job Family Client Solutions
- Job Function Gannett Publishing Services
- Pay Type Salary