Job Summary:

　　As Manager, Workforce Management & Analytics, your leadership will provide strategic guidance encompassing analytical data reporting, forecasting call volume and Service Level goals and objectives. A high focus on fostering a people first culture that aligns with Solutions Center vision and company values. Collaborative partnerships across the company are essential to aligning Solutions Center objectives to company strategic goals.

　　Primary Responsibilities:

　　Strategic planning and execution of Workforce Management & Analytics department as it aligns and supports Solutions Center and IGS goals and objectives.Responsible for managing the team's ability to effectively forecast and staff to call volume so that service levels are metPartner with Solutions Center and IGS leadership to recommend and advise on potential opportunities or issues that affect the business' ability to meet strategic goals.Prioritize department/SC areas of focus, with a high understanding of business needs.Serve as the primary point of contact/subject matter expert for Workforce Management & Analytics team.Develop members of the team to prepare them for future career opportunities.Prepare and delegate necessary reports and deliverables to support Solutions Center and IGS goals and objectives.Administer, maintain, and update Genesys Workforce Management software.Appropriately address and resolve employee issues by consulting with management and/or Human Resources, as necessary.Perform other duties and assignments as directed.

　　Required Skills:

　　Strong mathematical, analytical, problem solving, and attention to detailAble to prioritize and coordinate several tasks simultaneously, functioning well under pressure to meet time constraints and deadlines.Ability to lead effective in a fast-paced, growth-oriented work environment.Demonstrate effective conflict resolution skillsStrong relationship building skills with a high degree of responsiveness, reliability, and integrity; proven ability to motivate, encourage, and mentor others.Technical skills including Microsoft Windows applications & WFM Software

　　Minimum Education and Experience:

　　High school diploma or equivalent, bachelor's degree preferred.Strong understanding & experience with Microsoft Office Suite, specifically with Excel, Word, Outlook, and PowerPoint2-4 years' experience in People leadership3-5 years' experience in a Workforce role3-5 years' experience in an analytical roleExperience with IVR, Omnichannel and Dialer software desired

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　　Salary Range

　　$77,120.00 - $123,390.00

　　*This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.

　　This role is also eligible for an annual incentive plan based on company performance.

　　Our Offer to You:

　　Comprehensive healthcare benefits including medical, dental, vision, and employer health savings account contributions401(k) retirement plan with company matchingTuition reimbursement, employee wellness programs, and other perks and discountsPaid leave policiesAnd more, such as paid time off, flexible spending, employer paid life and disability, employee assistance program, and domestic partner benefits

　　Equal Opportunity Employment:

　　It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited.