Director, Workforce Management

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

We are currently looking for a Director, Workforce Management to join our growing team! In this position, you will be responsible for leading workforce management and capacity planning for a large primarily outsource sales, service, and technical support contact center operation. You will conduct effective and efficient workforce planning including forecasting workload, managing staffing allocation and leveraging technology for the purpose of contact deflection or proper routing. In this role, you will be held accountable for achieving critical contact center KPI’s like occupancy rate, service levels, handle time, first call resolution, and average speed of answer. You will manage a workforce across multiple third party BPO partners. You will also have proven success delivering an efficient, positive, and consistent customer experience.

As a Director, Workforce Management, your duties and responsibilities will include:

• Lead a team of workforce management professionals
• Develop overall workforce strategy, for all contact center channels – voice, chat, social media, web, offline and issue management
• Evaluate and recommend the most effective workforce management technology tools and resources for improved customer experience and business operations
• Establish and maintain strong relationships with BPO partner workforce management organizations for proper advanced planning
• Provides expert performance trend analysis and innovative solutioning
• Assess the impact new initiatives, market or business trends have on the WFM strategy and deliver thoughtful impact analysis to leadership
• Build strong cross-functional partnerships to manage day-to-day operations and improve speed to market
• Develop workload forecasts and staffing needs for all existing and future work-streams, internal and BPOs – onsite and remote workforce teams
• Partner with direct report team and BPO’s to effectively manage employee or agent schedules to ensure delivery of KPI’s at every interval and in every queue. Pivot quickly at the optimal time compared to forecasted headcount requirements.
• Manages real-time, intra-day operations of the Care Center, adjusting resources and reacting to situations as necessary to ensure target KPIs are met across all channels
• Strategize and work closely with leadership, peers, direct reports and BPO partners to ensure talent acquisition, training needs, budget and staffing requirement are met
• Partner with appropriate peer groups to manage, maintain, and optimize Care Center WFM technology and telephony tools, including all routing (IVR), workload forecasting, scheduling, and employee management tools. Manage contracts, licenses, and vendor relationships to align with business needs.
• Evaluate emerging technologies and trends in Care Center workforce automation, recommend and implement solutions for optimal workload flows
• Work closely with Finance to develop accurate monthly, quarterly, and annual financial forecasts, and manage workforce allocation and performance to meet forecast
• Collaborate cross-functionally on contact center transformation initiatives.
• Foster a positive team environment and provide ongoing guidance and career development opportunities to direct reports. Develop and motivate staff, driving to high levels of engagement and satisfaction.
• Identify training needs and ensures proper training is developed and provided

WHAT IT TAKES TO CATCH OUR EYE:

• 12+ years of relevant Care Center experience. Meaningful experience in a multi-channel environment with highly fluctuating workload and BPO partnerships preferred.
• 7+ years of management / leadership experience
• Bachelor’s degree from an accredited 4-year university in a related field or equivalent practical experience
• Demonstrated ability to think both critically and creatively – willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions
• Proven success in developing ideas into executable projects with measurable outcomes, gain buy-in, and lead their execution through to implementation
• Experience leveraging latest Care Center technology (WFM software, IVR, AI automation, AI analytics, remote working tools) to drive efficiencies, process improvement and standardization
• Ability to thrive in an ambiguous, changing and subjective environment that balances operational efficiency and data analysis with high quality standards and a sense of what is right for the customer
• Outstanding oral and written communication skills with ability to adapt communication style based on the audience, and simplify complex technical topics for executive consumption
• Proven experience in working cross-functional and with c-level leaders, synthesizing multiple points of view, influence directly and indirectly, and owning a coherent action plan

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End – East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice