About the job

Manager – Workforce Management

Location: Denver or remote 

Reporting to: Sr. Director

Employment:  Full Time

Who we are looking for:

We are seeking a high caliber Manager - Workforce Management, with hands-on consulting and business knowledge of Contact Centers. This individual will have a comprehensive understanding of workforce management, call center operations and project management methodologies. The Manager - Workforce Management, will work closely with client personnel and Eventus leadership to develop contact center operational excellence and business solutions that align with our clients’ strategic direction and priorities.

How you’ll make an impact:

• Function as the Call Center & Workforce Optimization Consultant to client management and staff; participating with other Eventus team members in providing call center expertise and knowledge.
• Oversees the Workforce Management team and processes from a tactical and strategic aspect including the areas of Operations, WFM reporting and WFM technology (Teleopti, NICE WFM, WFM Pro, Aspect eWFM, etc.) and project management.
• Responsible for communicating the ideas, concepts and definition phases of projects and remain involved thereafter to ensure alignment with designed and accepted solutions through project management excellence.
• Act as the expert on Forecasting, Scheduling, Real-Time Management, and WFM Reporting; able to discuss the industry standards, approaches, and toolset configurations required to deliver tight forecasts, effective schedules, and consistent service delivery via engaged real-time management.
• Develop and take ownership of the project management plan and execution for a call center engagement, utilizing Waterfall, Agile, or other methodologies best suited to the project.
• Act as a liaison between the business, operations staff, other client entities and vendors.
• Analyze impacts of work being performed and recommend improvements if needed.
• Develop and sustain strong relationships with business partners, other client entities and vendors to ensure effective partnerships and alignment with business and Eventus strategies.
• Participate in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments.
• Consult regularly with client sponsors, Eventus leadership and vendors to inform and promote successful project development and implementation within the organization.
• Produce executive presentations regarding the work being performed and be able to provide the performance results to clients and senior management.

Qualifications for success:

• 10 or more years of experience in workforce management leadership positions.
• 5 or more years of experience in contact center operations.
• Teleopti, NICE IEX, Etc. Workforce Management Platform
• Proficiency in call routing, call recording and Workforce Optimization.
• Experience working in a multi-media Contact Center (audio/video, chat, SMS, Web).
• Bachelor’s degree or 4 additional years of relevant experience.
• Strong collaboration, documentation and presentation skills
• Outstanding proficiency for MS Office Suite including PowerPoint, Visio and Project
• Excellent customer relationship management and customer service skills
• Ability to work in a fast-paced and dynamic environment.
• PMI Certification preferred
• Calabrio or Teleopti WFM software preferred

Why you’ll love it here:

With over 300 successful projects delivered, our culture and unique business model has landed us on the top of the INC 500 list of the nation’s fastest growing private companies. With Eventus you can expect:

• Entrepreneurial and collaborative environment
• Competitive total rewards program
• Comprehensive benefit plans
• Professional training opportunities
• Engaging and fun culture
• Big business ambition with small company values
• Opportunity to work with industry leading, talented peers

Applicants can expect to make between $120,000 to $150,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description. In addition this position is eligible for a target incentive bonus up to 10%.

Benefits

Eventus offers a wide range of benefits to full-time employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, EAP, and critical illness insurance. Eventus offers a 401(k) plan with company matching. Eventus employees enjoy PTO of 15 days annually and a generous holiday schedule.

Eventus provides basic life and AD&D Insurance with option to purchase additional coverage. Short-term and long-term disability coverage is also offered. Eventus also offers tax saving accounts; HSA and FSA.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.