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Job Details

Director of Workforce Management

Company name
SMS Assist,L.L.C

Chicago, IL

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Summary of the Director of Workforce Management role:

This position will be part of the customer service leadership team responsible for the efficient management of SMS Assist’s work orders, calls, and emails in their client operations.  SMS Assist has over 500 Operations Specialists answering calls and managing work orders.  The Director of Workforce Management will need to ensure SMS Assist has the proper amount of staff to efficiently manage our call and work order volume.  Success will be measured in consistently meeting call and work order service levels and strong utilization of the workforce.  This will be a key strategic position driving the company initiative to complete every work order better, faster and simpler.

This is a full-time exempt position managing direct reports. This position will report to the Senior Vice President of Customer Service and the schedule for this position is Monday- Friday 8:00 AM-5:00 PM.


Responsibilities of the Director of Workforce Management:

  • Build, lead, and provide coaching and professional development for the SMS Assist workforce management team

  • Forecast long and short-term work order and call volume based on company drivers adjusting for secular and seasonal trends

  • Own the SMS assist IVR and call routing strategies and liaison with the technology teams to provide business requirements

  • Participate in the development of optimal queue design and skill-based routing

  • Produce staffing models for volume forecasts by queue or program

  • Provide staffing projections contributing to overall company budget and staffing strategies

  • Coordinate required staff hiring with talent acquisition and training departments to meet expected staffing demands

  • Perform real-time management

  • Determine staffing requirements by week

  • Schedule across multiple staff groups and different work types – calls, work orders, and emails

  • Help with development of optimal time keeping system and reconciliations to drive productivity

  • Manage “off phone” time including: planned and unplanned time off, meetings, trainings, etc.

  • Implement and manage a shift bid and shift trading process

  • Oversee staff shift communications

  • Manage intra-day performance including over and understaffed contingency processes (overtime)

  • Own attendance and attrition reporting and analysis

  • Achieve the right balance between business and employee needs

  • Operate within the organization’s financial, legal, and ethical policies: This position is responsible for informing senior management of operational, budgetary or resource issues/obstacles in a timely fashion.  They must be familiar and comply with company rules and policies.  They will lead by example and model behaviors that are consistent with the company’s values.

  • Develop, implement, and manage the workforce management processes

  • Monitor all call and work order queues

  • Help evaluate, select, implement and manage best of breed workforce management systems and ensure they are implemented and managed properly to fit SMS Assist needs

  • Be a business owner of work order routing business rules working closely with work order/case management systems

  • Provide all appropriate reporting on workforce management – staffing, queues, efficiency, and productivity measures

  • Provide workforce management overall performance reporting – daily, weekly, monthly

  • Partner with operations to develop appropriate staff KPI metrics and balanced scorecards

  • Partner with training to provide education and training to operations on all workforce management systems, processes, and metrics


Competencies of the Director of Workforce Management:

  • Ability to work under pressure

  • Experience successfully leading a team or department, preferably in a high growth environment

  • Strong analytical and quantitative skills with proven experience in developing strategic solutions

  • Ability to motivate and negotiate effectively with key employees, top management, and clients to take the desired action

  • Ability to balance client needs and demands with process and integrity, and guide client and team appropriately

  • Ability to quickly gain the respect of executives and other internal/external clients

  • Proactive, forward-thinking and passionate about operations

  • Ability to effectively share knowledge across competencies and mentor members of the team

  • Address challenges directly in a constructive manner in order to resolve issues quickly

  • Demonstrated ability to provide instruction, training, and guidance to others

  • Strong ability to work with a variety of personality types

  • Ability to gather insight from a variety of sources (e.g., people, documentation, outside sources)

  • Superior written and verbal communication skills are a must

  • Viewed as a trusted leader within the company and project teams

  • Must welcome responsibility, challenge, and decision-making

  • A strategic thinker who can contribute to an operations strategy while also being tactical and hands-on in the rollout of operational initiatives

  • Effective problem-solving skills

  • Flexible, adaptable and able to juggle multiple projects and priorities in a fast-paced environment


Qualifications of the Director of Workforce Management:

    Minimum Qualifications

  • Education Level: Bachelor’s Degree

  • 3-5 years of experience in relevant field

  • 3-5 years of management experience required

  • Demonstrated experience managing and leading individuals and/or teams

  • Computer Skills: Advanced or intermediate proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook required

  • System Experience: Workforce Management Systems (i.e., Nice IEX, Verint, Aspect, etc.) required, proprietary software experience


Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.


SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.





Company info

SMS Assist,L.L.C

Company Profile

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