GreenSky Administrative Services LLC

  • Director - Workforce Management

    Job Location(s) US-KY-Crestview Hills
    Posted Date 2 weeks ago(9/4/2019 4:59 PM)
    Job ID
    # of Openings
  • Overview

    The Senior Manager Call Center Operations will lead the shared services WFM (Workforce Management) organization working cross-functionally with internal partners at multiple levels to provide support and analytics to the GreenSky call center environment.  Manages call routing for Contact Center sites in Atlanta, GA and Crestview Hills, KY to ensure an efficient workload and workforce balance while supporting the organization’s vision, mission and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Manages professional employees and/or supervisors, and may manage business support/technical staff. Accountable for timely and accurate company-level reporting and compliance activities.  Develop and maintain forms and dashboards to support operational execution.

    Duties & Responsibilities

    Lead the workforce planning team. Provide support and guidance to the team to support forecast accuracy, schedule efficiency and success day-to-day management of the contact center’s performance. Build knowledge and technical skills in the WFM software so that proficiency is increasing over time.


    Lead a team of contact center specialists who are responsible for reporting, participating on project teams, and internal database support for all areas in the Contact Center. Ensure they are successfully prioritizing work and meeting deadlines and deliverables. Provide support and insight on projects and have an understanding of programing/automation to provide assistance on their projects and solutions development.
    Works with all Contact Center Managers in the design, development and implementation of procedural and automated solutions to enhance customer services and the performance and effectiveness of our call centers. Coordinates projects crossing multiple units and/or call center groups.

    Required Skills/Qualifications

    Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
    Experience: 4 - 6 years or Associates Degree equivalent plus 6 - 8 years.

    • Prior experience in a supervisory capacity preferred. Requires strong leadership ability, excellent customer service and interpersonal skills, and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals.
    • Business related education and project work experience a plus. Knowledge of contact center processes and best practices preferred.
    • Advanced working knowledge of Microsoft Excel and Access with the ability to capture, manipulate and present pertinent data required. Additional knowledge of database query tools such as Microsoft Access and other SQL-based products is highly preferred. Experience with Visual Basic for Applications (VBA) programming for Microsoft Office standard applications preferred. Experience developing and designing databases in Microsoft Access for end-user use is preferred.

    Experience with a WFM software solution including design, administration, forecasting and scheduling is required.

    • Knowledge of call center call routing design and best practices a plus.
    • Experience with short-term and long-term staff and capacity planning required.
    • Ability to communicate WFM principals and concepts effectively is required.
    • Capable of analyzing and interpreting call data and work volume trends to enable the appropriate planning of daily and weekly work distribution as well as long term staffing needs is required.
    • Experience in performance managing through reporting, scorecards and other applications is preferred.
    • Experience driving performance improvements through supporting the business areas is preferred.
    • Experience implementing new contact center software solutions strongly preferred.
    • Strong ability to make sound business decisions relative to daily workload priorities and adjustments based upon department volume and staffing.
    • Ability to anticipate management reporting needs and issues proactively. Ability to make decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.
    • Ability to identify, recommend, and implement improved methods, procedures and workflow. Must be innovative and ensure the unit remains adaptable in a fast paced, multi-task environment.
    • Maintains positive employee and customer service relations and creates an open and caring customer centric work environment conducive to getting the job done efficiently. Must be able to develop the skills of Contact Center Operations representatives 


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