iQor is seeking a VP of Workforce Management

iQor is seeking a

VP of Workforce Planning!

iQor is one of the largest and most respected customer service and accounts receivable management firms, resolving accounts via our state-of-the-art contact call centers.

With its dynamic, team-oriented work environment, we provide opportunities for career growth and advancement at all levels.  In a true “pay-for-performanceâ€� organization, your career path and compensation is defined by your work product and drive to succeed.  If you’re interested in becoming part of a fast-paced, exciting team, a career with us is what you need!

We are currently seeking a VP of Workforce Management for our Charlotte, NC facility who will be responsible for effective call volume forecasting, efficient Associate scheduling, and real time program management to ensure client service level and company profitability are met.

The responsibilities of this position include, but are not limited to:

 Leads the workforce planning process by assessing workforce requirement, accurately forecasting call volume and efficiently scheduling Associates.Manages call-handling effectiveness real-time to meet client’s service level requirements while minimizing labor costs through effective planning and scheduling.Responsible for the consistent management and development of staff members, enabling personal and professional growth.Leads and/or participates in short and long term business forecasting, developing strategic plans and identifying risks and opportunities. Effectively administrates Associate profile data and agent group assignments.Analyzes and recommends and/or implements changes to call handling routing strategies to improve call handling efficiencies.Analyzes client information, historic trends and social/economic factors to assess work requirements.Maintains an expert knowledge of network carrier features in order to provide creative traffic handling solutions. Maintains and provides accurate call volume reporting and statistical analysis, periodically and on demand.Maintains an expert knowledge computer application, manual work methods, the Automatic Call Distributor and all other supporting technology.Maintains – for the purpose of organizational and self-development – a growing knowledge of trends within the direct marketing, business telecommunications, E-Commerce, training and development, and call center industries.Helps assure an environment of teamwork, interdependence and ethical behavior.Successfully complete all other duties and projects as assigned.

 

The following are the requirements for this highly desirable role:

 7-10 years of Workforce Management experience required.Experience with call center forecasting, scheduling, and workforce planning required, preferably in a multi-site environment.  Proficiency in Microsoft Office, with advanced skills in Word and Excel.

 

Skills in the following areas are critical to success in this role:

 Analytical, quantitative, organizational and project management skills required.Must be willing to work 24-7 Operation and Multi-Site Facility

Our competitive benefits package includes medical, dental, vacation and personal time, 401(k), tuition reimbursement program, etc.

If interested in this opportunity, please submit your resume to jewel.james@iqor.com  

or come in to complete an application:

2801 W. Tyvola Rd.

Charlotte, NC 28217

 

iQor is an affirmative action/EEO employer. M/F/D/V

 To learn more about iQor (formerly known as IRMC), you can click on the links below:  Filipinos Are Taking More Calls in Outsourcing Boom  http://www.nytimes.com/2006/11/24/business/worldbusiness/24call.html?_r=1&partner=rssnyt&emc=rss&oref=slogin How to Win the Globalization Game http://www.cxoamerica.com/pastissue/article.asp?art=270108&issue=202 Call Center Expands in Charleston Market http://www.charlestonbusiness.com/pub/13_16/news/10015-1.html Virtualization Can Be Tough Sell http://www.networkworld.com/news/2007/091307-vmworld-virtualization-tough-sell.html Phone Outfit Comes Calling http://www.charleston.net/news/2007/jul/18/phone_outfit_comes_calling10814/ Philippine Call Center Business Booms http://www.iht.com/articles/2006/11/20/business/call1.php