Manager, Workforce Management (Remote)

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our culture values diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/.

The Customer Technical and Support Services Workforce Manager role will lead the development, implementation, and use of the Workforce Management platform for the purpose of improving the customer experience by ensuring that all customer contact points are staffed with the right number of people when customers need us most, gaining greater insights into employee efficiency and effectiveness, and elucidating areas for improvement.

What you'll do here:

• Work with Customer Support, Customer Technical Support, and Third Party Support leadership to find optimum staffing, scheduling, and resource allocation to ensure improved productivity and operational efficiency.

• Develop and maintain forecasting models to predict customer channel demand based on historical data and business insights.

• Work with leadership to develop contact center key performance indicators and goals and ensure Workforce Management, Telephony, and CRM platforms are fully integrated to produce this data.

• Analyze and communicate key performance indicator and goal results to business leadership on a regular basis.

• Build, maintain, and publish dashboards that provide contact center management with real time insights.

• Make skilling change recommendations to leadership when analysis indicates that agents are not working at full productive capacity or customer demand changes unexpectedly, i.e. due to a platform issue.

• Develop flexible simulation models that can accommodate changes in the contact center, such as incorporating the support of a new platform.

• Partner with the Documentation & Training team when analysis uncovers departmental and/or individual training gaps that need attention.

• Work with the CTSS Operations Manager to ensure that all Quality Assurance scorecards and dashboards are up-to-date and working as expected.

• Attend, and actively participate in, weekly CTSS Management meetings.

• Meet regularly with the Cengage Telecom team.

• Work with CTSS Leadership to provide Third Party Support peak forecasting numbers in a timely manner, so they have time to recruit and onboard seasonal agents.

• Provide guidance to all team members. Ensure they are staying on task with work items and working to meet established goals.

• Take the lead in all reporting and data requests from CTSS management and any internal collaborator.

• Handle real time requests, optimize intraday schedules and resources, onboard new agents into the Workforce Management platform, and train contact center managers and supervisors on the platform as needed.

Skills you will need here:

Required

• Bachelor's degree in data analytics, business, or related fields, or equivalent experience.

• At least 3 years’ experience as a supervisor or equivalent people manager role.

• Solid understanding of Salesforce and Vonage, with proficiency in data analysis tools such as Excel and PowerBI.

• Understanding of contact center/omnichannel systems.

• Proven ability to lead group discussions, accept and promote changes, and make sound decisions.

• Strong written and verbal communication skills, with a track record of self-motivation and organizational skills.

• Ability to balance multiple tasks effectively and collaborate with team members to achieve goals.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com or at +1 (617)289-7917.

About Cengage Group

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location.  Sales roles often incorporate a significant incentive compensation program beyond this base pay range.