Manager, Contact Center Workforce Planning

Company: TSYS

General Information
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Job Description

Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.  We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.

Summary of This Role

Manages the overall workforce planning functions for the call center. Oversees the application of the workforce planning policies and procedures, operating structure, and information flow. Administers the efficiency/quality of monitoring call volumes. Analyzes and reports on call center trends in order to predict long-term and short-term staffing needs. Plans, directs, supervises, and evaluates work flow. Resolves systems problems that may affect departmental standards. Forecasts scheduling/headcount/hiring needs.

What Part Will You Play?

  • Performs detailed review and analysis of call center statistics and trends to develop long-term and short-term forecasting and capacity planning models for the purpose of staffing, scheduling, and hiring needs.
  • Oversees and manages a team and the application of workforce planning policies and procedures and information sharing.
  • Resolves issues and provides technical support and training on the use of the Workforce Management (WFM) software.
  • Organizes and leads forecast and marketing meetings with our clients to gather the appropriate information needed to provide forecasts for scheduling, headcount, and hiring needs.
  • Not an exhaustive list; other duties as assigned.

  • What Are We Looking For in This Role?

    Minimum Qualifications

    8:30-5:30 M-F plus on call duties

  • Bachelor's Degree
  • Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
  • Typically a minimum of 6 years
  • related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.

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    US Applicants:
    TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.

    Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.  For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at [Click Here to Email Your Resumé].


    Outside of US Applicants:

    TSYS is committed to diversity and equal opportunities for everyone.  We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law.  For more information, please refer to our Code of Business Conduct and Ethics, found here.

    Job Requirements