Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Global Workforce Management Vice President leads and manages the WFM strategic direction to the Results organization in areas of Real Time Management, Intraday Analysis, Forecasting and Scheduling, and Capacity Planning.

Duties and Responsibilities

LEADERSHIP

• Motivate and inspire multi-functional teams
• Leading analytical, data driven, and tactical planning teams.
• Identify future Workforce Management leaders and develop the bench strength
• Identify and utilize employee strengths, while developing areas of opportunity.
• Develop strong relationships with the WFM teams and internal/external WFM customers
• Collaborate, gain agreement, and communicate multiple competing priorities
• Consistently address performance or disciplinary concerns according to company policy

WORKFORCE MANAGEMENT

• Develops the successful structure to drive continuous improvement teams and consistently meets or exceeds bill to pay and gross margin percentages, call center KPIs, customer service, technology, and professional development.
• Creates strategic recommendations to improve productivity while balancing service levels and costs
• Continuously improving Workforce Management planning accuracy
• Managing teams to proactively analyze and implement agent staffing, plans including re-forecasting requirements
• Managing teams and processes that improve forecasts, capacity plans and schedules are generated in a timely and precise fashion
• Leads teams of nimble real time plan adjustments to improve margins and service levels
• Assist in resolving serious customer complaints and escalated issues
• Facilitates, leads, and participate in daily and weekly meetings among key stakeholders
• Manages and inspects the planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes
• Leads forward thinking planning teams that develop different scenarios and develops contingency plans for unexpected events
• Configures data gathering systems, designs and develops the means to capture and record data
• Leading teams to deliver insightful and easy to understand analysis/recommendations to all levels of the company

Qualifications

• Must be able to develop and lead an engaged culture that is passionate about Workforce Management
• Ability to develop and inspire a team
• 12+ years in leadership experience
• 10+ years previous Contact Center Workforce Management experience.
• Must have exceptional verbal and written communication skills
• Broad knowledge of inbound contact center environment
• Must be able to multi-task in a professional & courteous manner
• Must enjoy fast pace and challenging/target driven environments
• Must be able to identify and communicate insightful analytics
• Strong technical documentation, problem solving and analytical skills
• Must be able to work various shifts, overtime and holidays in a 24x7 operating environment
• Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process
• BA/BS or equivalent Workforce Management &/or Call Center Leadership.
• Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.

Preferred Knowledge Skills

• 7+ years experience with WFM Tools; IEX, Verint, eWFM, CMS, Canvas, Avaya, Geotel, etc.
• Operations, quality, training, and financial leadership a plus
• Reporting and analytics experience a plus
• Continuous improvement experience a plus

The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability