客户成功团队劳动力经理 | 远程（伊利诺伊州奥罗拉，美国）
Workforce Manager, Customer Success | REMOTE (Aurora (IL), United States)
Aurora, IL
客户成功团队经理
加入Sonova担任客户成功团队经理，负责客户成功团队的人员预测、产能规划、排班、实时管理及绩效报告。
您将作为Sonova在Calabrio人员管理模块方面的主要业务专家，帮助我们最大化平台价值，并推动人员决策向一致、数据驱动的流程转变。
职责：
- 负责短期、中期和长期的联系量预测，并将预测结果转化为人员配置和产能需求。
- 在Calabrio人员管理中制定并维护员工排班，平衡预测需求、服务期望、员工可用性、休假、培训、辅导、会议及其他非工作活动。
- 维护滚动人员计划，识别预期的人员缺口、过剩产能和未来招聘需求。
- 通过监控联系量、人员配置、服务级别和排班遵守情况，进行实时和日内人员管理，并在绩效超出设定阈值时提出调整建议。
- 跟踪并分析预测准确性、人员配置、服务级别、排班遵守率、合规性、占用率、损耗率和人员利用率。
- 开发人员仪表盘和定期报告，为客户提供成功团队领导提供可操作的人员绩效洞察。
- 进行差异和根本原因分析，并提出改进人员配置效率、客户可及性和人员利用率的建议。
- 作为Calabrio人员管理的功能负责人和业务专家，包括预测、排班、遵守率、报告、配置和持续优化。
- 与客户成功团队领导、财务、人力资源、培训、质量、IT、销售、市场和运营合作，将业务事件、产品发布、人员配置计划和其他需求驱动因素纳入人员规划。
- 监控人员数据质量，并与IT和其他合作伙伴协作解决Calabrio、客服系统、人力资源和考勤平台等其他数据源之间的差异。
- 向领导层提供关于人员配置、招聘、排班、运营时间、生产率和资源分配的数据驱动建议。
- 建立并维护人员管理流程、文档、操作标准和报告频率。
我们希望您具备：
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Aurora, IL
Workforce Manager, Customer Success
Join Sonova as a Workforce Manager, Customer Success and lead workforce forecasting, capacity planning, scheduling, real-time management and performance reporting for our Customer Success organization.
You will serve as Sonova’s primary business subject matter expert for the Calabrio Workforce Management module, helping us maximize the platform and transition workforce decisions toward consistent, data-driven processes.
Responsibilities:
- Own short-, medium- and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.
- Develop and maintain employee schedules in Calabrio Workforce Management, balancing forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings and other offline activities.
- Maintain a rolling workforce plan and identify anticipated staffing gaps, excess capacity and future hiring needs.
- Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels and schedule adherence and recommending adjustments when performance falls outside established thresholds.
- Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage and workforce utilization.
- Develop workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights into workforce performance.
- Conduct variance and root-cause analyses and recommend actions to improve staffing efficiency, customer accessibility and workforce utilization.
- Serve as the functional owner and subject matter expert for Calabrio Workforce Management, including forecasting, scheduling, adherence, reporting, configuration and ongoing optimization.
- Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing and Operations to incorporate business events, product launches, staffing plans and other demand drivers into workforce planning.
- Monitor workforce data quality and work with IT and other partners to resolve discrepancies across Calabrio, contact-center systems, HR and timekeeping platforms and other data sources.
- Provide data-driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity and resource allocation.
- Establish and maintain workforce-management processes, documentation, operating standards and reporting cadences.
More about you:
- Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics or a related field preferred; equivalent relevant experience will also be considered.
- Five or more years of progressive workforce-management experience within a contact center, customer service or customer support environment.
- Demonstrated hands-on experience with forecasting, capacity planning, scheduling and real-time workforce management.
- Hands-on experience with Calabrio Workforce Management is required; advanced user, administrator, configuration or implementation experience is strongly preferred.
- Strong knowledge of contact-center workforce metrics, including forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage and utilization.
- Strong analytical skills with the ability to interpret workforce data, identify trends and root causes and translate findings into actionable business recommendations.
- Strong written and verbal communication skills, including the ability to communicate complex workforce information clearly to operational managers and senior leaders.
- Demonstrated ability to lead cross-functional initiatives and resolve escalated issues without direct authority.
- Advanced Excel skills; experience with Power BI, Tableau, SQL or similar reporting and analytics tools is a plus.
- Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.
- Ability to travel less than 10%.
A minimum of 300 Mb/sec download and 10 Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.
Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you!
We are looking forward to receiving your application via our online job application platform. For this position, only direct applications will be considered. Sonova does not recruit via app, Telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact .
What we offer:
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement and Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401(k) plan with company match*
- Company-paid life and AD&D insurance· Additional supplemental life and AD&D coverage available
- Company-paid Short- and Long-Term Disability coverage· STD and LTD buy-ups available
- Accident and Hospital Indemnity coverage
- Legal and identity-theft assistance
- PTO—or sick and vacation time—floating Diversity Day and paid holidays*
- Paid parental bonding leave
- Employee Assistance Program, including a 24/7 mental-health support hotline, five company-paid counseling sessions and more
- Robust internal career-growth opportunities
- Tuition reimbursement
- Hearing-aid discount for employees and family
- Internal social-recognition platform
- D&I-focused workplace, including a D&I council and employee resource groups
*Plan rules and offerings are dependent upon group company and location.
This role’s annual pay range is between $97,584 and $121,980.
How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Originally posted on Himalayas