Workforce Manager

  • Charlotte, NC, USA
  • Employees can work remotely
  • Full-time
  • Department: Sales and Marketing

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by private equity firm Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

We have an exciting opportunity for a Workforce Manager. As the Workforce Manager, you will manage key aspects of the customer experience such as service levels while working to reduce business costs and improve the efficiency of our call and chat agents. One of the main functions of this position is to forecast staffing needs by evaluating contact volumes, headcount requirements, and time-off requests. Our ideal candidate is an experienced professional who can help deliver a high standard of care to our customers, help balance work and personal lives for our employees, and help deliver on our financial commitments. Come join our winning team to help us build the best and fastest fiber-optic network in America!

As Workforce Manager you will have the following responsibilities:

  • Work with frontline teams to ensure calls and chats are answered in line with company goals
  • Work to develop long and short-term forecasts for force requirements
  • Manage work processes in real time to optimize service levels
  • Determine the best use of call routing capabilities to meet both service and financial targets
  • Provide teams with adequate time for training, calibration, and development
  • Forecast staffing needs, considering volume and headcount requirements
  • Assist with scheduling and process time-off requests
  • Generate reports to show changes to productivity or performance
  • Provide updates on service delivery and efficiency to company leaders
  • Uphold a high standard of customer service through real-time monitoring and other methods

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

  • A bachelor’s degree in a business-related field or equivalent experience
  • Have 5+ years’ experience as a workforce manager for organizations with at least 500+ agents
  • Have at least 2+ years’ experience with the Genesys call routing, workforce management, and workforce engagement platforms
  • Have at least 2+ years’ experience with work force management in an environment with both internal and vendor employees
  • Telecom industry experience is a plus
  • Computer proficiency
  • Organizational and communication skills

BONUS POINTS FOR:

  • Master’s Degree

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company’s legal obligations including potentially accommodating an employee’s sincerely held religious beliefs or medical condition.