Workforce Management Business Program Manager

Last updated 11 days ago
Location:Atlanta, Georgia, Charlotte, North Carolina, Fargo, North Dakota, Irving, Texas, Issaquah, Washington, United States
Job Type:Full Time

The Microsoft Customer Experience & Success (CE&S) organization is looking for a passionate Business Program Manager who will focus on Workforce Management (WFM). This Workforce Management Business Program Manager will design and deliver modernized, best-in-class resource planning services to our global Support Business Units (SBU’s). You will utilize modern tools and streamline processes with the goal of optimized staffing to drive efficiency, SLA performance and customer satisfaction. If you are customer obsessed with a proven track record in workforce management for a large contact center operation, we want to talk to you!

About the Organization:

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

  • Designing and delivering modernized resource planning services to our global to optimized staffing which will drive efficiency, SLA performance, and customer satisfaction
  • Translating the business forecast and delivery strategy into monthly capacity planning and interval staffing requirements for internal delivery organization and outsourced partners
  • Providing staffing performances analysis and insights
  • Communicating volume variances to business forecast to improve accuracy and efficiency
  • Advising on staffing strategy optimization
  • Implementing changes to support the constantly evolving support environment
  • Perform impact assessments to provide the Senior
  • Management the view to assess the changes
  • The role includes managing deliverables from an outsourced team

Qualifications

  • Must be fluent in English, both written & verbal
  • Must have worked in 24*7 Contact Center Operations
  • At least 5 years' experience in workforce and scheduling management or equivalent, with a strong working knowledge of multi-site call center operations and job functions
  • Strong understanding of Call Center Operations and service delivery
  • Experience using database applications in order to consume large volumes of data and translate to insights
  • Experience with industry standard WFM applications.
  • Strong customer service, communication, and interpersonal skills.
  • Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills and attention to detail
  • High level of accuracy and flexibility in work assignments, producing a high volume of work in a timely manner, never sacrificing quality of work for quantity of work.
  • Ability to manage high pressure situations
  • Change agent: natural at embracing change and leading people through ambiguity and transformation
  • Excellent computer skills and a strong working knowledge of Microsoft applications
  • Must be flexible on working hours to attend meetings with a global team across a variety of time zones.

Job qualifications: Preferred

  • Strong ability to attract, develop and retain top talent
  • Strong customer service, communication, and interpersonal skills
  • Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals
  • Flexibility and ability to adapt to ambiguous and changing situations

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.