Inside Sales Workforce Manager
Description:
As the Inside Sales Workforce Manager, you will be responsible for overseeing the workforce management operations for the inside sales team. Your primary objective will be to ensure that staffing
levels align with inbound call volume to provide timely and efficient customer service. You will use your
expertise in workforce forecasting, scheduling, and optimization to maintain high levels of customer
satisfaction while maximizing operational efficiency.
Responsibilities:
- Call Volume Forecasting: Utilize historical data, trends, and predictive analytics to forecast inbound call
volume across different timeframes (e.g., daily, weekly, monthly). Develop accurate projections to anticipate staffing needs and resource requirements. - Staffing Allocation: Determine the optimal number of representatives needed to handle inbound call volume effectively, considering factors such as call arrival patterns, service level agreements (SLAs), and performance metrics. Allocate resources appropriately to ensure sufficient coverage during peak periods and minimize wait times for customers.
- Scheduling and Shift Management: Create and manage schedules for inbound phone coverage representatives, considering staffing requirements, individual availability, and workload distribution. Implement efficient shift management practices to balance staffing levels and optimize resource
utilization. - Real-Time Monitoring: Monitor inbound call volume and staffing levels in real-time to identify fluctuations and trends. Adjust staffing assignments and schedules as needed to address changes in demand and ensure uninterrupted service delivery.
- Performance Analysis: Track and analyze key performance indicators (KPIs) related to inbound phone coverage, such as average wait time, call abandonment rate, and service level attainment. Identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction.
- Workforce Optimization: Identify opportunities to improve workforce productivity and efficiency through process improvements, technology enhancements, and training initiatives. Collaborate with cross- functional teams to implement solutions that drive continuous improvement.
- Quality Assurance: Ensure that inbound phone coverage representatives adhere to established quality standards and best practices for customer service. Monitor call quality, provide feedback and coaching to representatives, and implement corrective actions as needed to maintain service excellence.
- Compliance and Documentation: Ensure compliance with relevant regulations, policies, and procedures governing inbound phone coverage operations. Maintain accurate records and documentation of staffing schedules, call volume data, and performance metrics.
- Taking Inbound Calls: Be willing and able to jump in and take inbound calls during periods of high volume to help cover workload spikes and maintain service levels.
Qualifications:
- Proven experience in workforce management, call center operations, or customer service management.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Proficiency in workforce management software and call center technologies (e.g., workforce scheduling, forecasting, and analytics tools).
- Excellent communication and interpersonal skills.
- Leadership abilities with a track record of driving results in a fast-paced, customer-centric environment.
- Knowledge of call center operations, inbound call handling techniques, and customer service best practices.
Benefits:
- Concrete opportunities for professional growth.
- Great place to work because of the American Albanian company partnership.
If you feel you are a good fit for this role, send your CV to: info@gslsupport.com