Manager, Workforce Management in Orlando Teleservicing Center at Marriott Vacations Worldwide

Date Posted: 6/21/2022

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department objectives. Generally works under limited supervision, but within established guidelines, monitoring the flow of work between own department and others in alignment with business strategies, selecting and developing effective managers and work teams, managing own organization through reliable systems and processes, and producing and analyzing more complex business information to assist in the decision making process. 




Specific Job Summary

Workforce Management (WFM) is a set of processes designed to achieve and maintain operational efficiency by ensuring the right number of agents, with right skill sets, are staffed at the right time. The WFM Manager leads a centralized WFM staff responsible for support of Contact Center operational functions that include forecasting, scheduling, and management of intra-day to long-term capacity planning and service for a multi-site (global), multi-channel (phone, email, chat, etc.) Contact Center operations.  


The Contact Center workforce consists of agent groups responsible for handling multi-channel operations, including inbound and/or outbound communications via phone, email, chat, and/or ticket management. The WFM Manager implements best practices in Workforce Management to ensure consistent procedures and data-driven, timely decisions. WFM activities are performed to maximize efficiency while meeting requirements for the organization’s vision, mission, and customer strategies. 


The WFM Manager applies advanced mathematical skills, strong analytical and problem-solving skills to define problems, collect data, draw conclusions, and make and influence strategic decisions benefiting both the business and the workforce. The Manager collaborates with leadership by providing workload trends, identifying, and recommending solutions.




CLS Generic Expected Contributions


  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk. 
  • Works to enhance the organization’s capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • hiring for diversity and balance of skills.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions


  • Maintains and analyzes workforce performance, contact volumes and patterns, lead analysis and staffing change data for continuous quality and productivity improvement.
    • Analyze data concerning daily, weekly, monthly, and yearly customer contacts to uncover trends or issues and translate them into actionable findings. Data types may include call statistics, call reasons (dispositions), CRM, call quality, and IVR, to name a few.
  • Forecasting customer interaction volume and utilizing forecasting data to create optimized agent schedules
  • Accountable for timely delivery of agent schedules developed by Workforce Analysts.
    • Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals while considering agent preferences, business rules and business needs
  • Managing agent activities (lunches, breaks, training, and other off-the-phone time activities) of a multi-site and multi-channel workforce.
  • Provides analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance.
  • Serves as a subject matter expert on Workforce Management software package.
  • Effectively leads professional staff to ensure efficient utilization and development of resources. Provides appropriate training and development opportunities.
  • Responsible for increasing awareness about Workforce Management and providing ongoing education to staff throughout the enterprise Contact Centers to ensure appropriate knowledge levels regarding general workforce management practices, including the effective use of workforce planning and adherence tools.


CLS Generic Candidate Profile


Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:


Generally a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Resources) as well as associate management experience.  College degree and/or relevant experience typically required.


Specific Candidate Profile


Education

  • At least 4 years of direct experience in Workforce Management and analytics strongly preferred. Experience in multi-channel queue management a plus (email/chat/phone).

Experience

  • At least 2 years supervisory experience.

Skills and Attributes

  • Extensive experience with forecasting, capacity planning and statistical analysis.
  • Extensive experience in using workforce management software solutions
  • Understanding of Call Center technology to include WFM solutions, IVR’s, ACD’s, ACD reporting, and contact routing strategies.
  • Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
  • Advanced mathematical skills, strong analytical and problem-solving skills, with the ability to define problems, collect data, and draw valid conclusions. 
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels.
  • Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
  • Ability to manage multiple programs/projects simultaneously. 
  • Ability to work in cross-functional teams and partner with key decision makers and other business partners to achieve strategic initiatives
  • Ability to manage ad-hoc projects
  • Strong presentation skills
  • Proficient in MS Office 365 applications (PowerPoint, Visio, Word, Teams, etc.)
  • Ability to document tasks and assign tasks and promote delivery timeframes in an effective and clear manner
  • Maintain confidentiality of proprietary materials and information
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
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