**831071BR**
**Job Title:**
Associate Manager, BBCC Scheduling Team (Remote Eligible)
**Job Category:**
Customer Service, Care & Support
**Store Number or Department:**
205218-215-Leadership Team 3
**Job Description:**
The Associate Manager, WFM Scheduling is responsible for executing contact center agent scheduling, schedule management activities, Aspect WFM software administration, time off allowance, scheduling rule, schedule analytics, and shift bid tasks for the Best Buy Contact Center network.
This role manages a team of 10-14 that handles scheduling responsibilities across the Best Buy Customer Care network, including third part labor providers. This position plays a key role in supporting BBCC's mission to provide our customers with a world class experience while driving efficient utilization of our resources. The Scheduling Team will support up to 6500 agents during peak season. This position reports to the Manager of WFM.
The ideal candidate should have a broad knowledge of multiple areas within a contact center environment; with a strong understanding of all Workforce Management processes, scheduling, schedule management, WFM software, agent metrics, and shift bid processes. This role leads end to end initiatives, and uses insights and lessons learned to recommend process improvements; and will take proactive measures to meet variations in contact volume, demand of the business teams, and available network labor resources.
This leader is responsible for the talent selection, development planning, and performance management for their direct report team. This leader is also responsible for the delivery of superior customer service and satisfaction, an engaging employee experience, growing the business, managing labor, and inspiring innovation in a remote workforce environment that supports converging technologies.
This role requires day-to-day flexibility to accommodate corporate and retail availabilities in order to support a business and direct reports with scheduled shifts that cover a 24/7/365 operation.
This role is remote eligible.
**Basic Qualifications:**
+ Strong analytical aptitude
+ Proven ability to drive improved business results in an operational environment
+ Expertise designing, supporting, and improving customer and employee experience
+ Experience developing strategy and driving continuous improvement
+ Experience with labor and contact center forecast methodology, process, reporting, and execution.
+ 2+ yrs of scheduling experience
+ 2+ yrs of data analytics experience
+ 3+ yrs of leadership experience managing direct reports
+ Proficient in all Microsoft Office Applications
+ 2+ yrs experience working with Avaya CMS, Cisco CUIC, Cisco UCCE, Telephoney or equivalent
+ 2+ yrs experience working with WFM scheduling software such as: Aspect, NICE, Verint, or other similar scheduling tools
+ 2+ years contact center experience
**Preferred:**
+ Bachelors degree in business
+ 4 years of progressive business development and/or strategy experience
+ Experience managing a fiscal budget
+ Forecasting and labor planning experience
+ Previous experience using human resources tools such as Oracle, WorkDay, or other similar HRIS systems
**Req #:**
831071BR
**Address Line 1:**
7601 Penn Avenue South
**City:**
Richfield
**State:**
MN
**Zip:**
55423
**Job Level:**
Manager with Direct Reports
**Employment Category:**
Full Time
**Brand:**
Best Buy
**Search Categories:**
BBCC - Best Buy Customer Care, Corporate Jobs, Remote Work from Home
Categories
Best Buy
Remote Oregon
United States
Customer Service / Call Center
(No Timezone Provided)
**831071BR**
**Job Title:**
Associate Manager, BBCC Scheduling Team (Remote Eligible)
**Job Category:**
Customer Service, Care & Support
**Store Number or Department:**
205218-215-Leadership Team 3
**Job Description:**
The Associate Manager, WFM Scheduling is responsible for executing contact center agent scheduling, schedule management activities, Aspect WFM software administration, time off allowance, scheduling rule, schedule analytics, and shift bid tasks for the Best Buy Contact Center network.
This role manages a team of 10-14 that handles scheduling responsibilities across the Best Buy Customer Care network, including third part labor providers. This position plays a key role in supporting BBCC's mission to provide our customers with a world class experience while driving efficient utilization of our resources. The Scheduling Team will support up to 6500 agents during peak season. This position reports to the Manager of WFM.
The ideal candidate should have a broad knowledge of multiple areas within a contact center environment; with a strong understanding of all Workforce Management processes, scheduling, schedule management, WFM software, agent metrics, and shift bid processes. This role leads end to end initiatives, and uses insights and lessons learned to recommend process improvements; and will take proactive measures to meet variations in contact volume, demand of the business teams, and available network labor resources.
This leader is responsible for the talent selection, development planning, and performance management for their direct report team. This leader is also responsible for the delivery of superior customer service and satisfaction, an engaging employee experience, growing the business, managing labor, and inspiring innovation in a remote workforce environment that supports converging technologies.
This role requires day-to-day flexibility to accommodate corporate and retail availabilities in order to support a business and direct reports with scheduled shifts that cover a 24/7/365 operation.
This role is remote eligible.
**Basic Qualifications:**
+ Strong analytical aptitude
+ Proven ability to drive improved business results in an operational environment
+ Expertise designing, supporting, and improving customer and employee experience
+ Experience developing strategy and driving continuous improvement
+ Experience with labor and contact center forecast methodology, process, reporting, and execution.
+ 2+ yrs of scheduling experience
+ 2+ yrs of data analytics experience
+ 3+ yrs of leadership experience managing direct reports
+ Proficient in all Microsoft Office Applications
+ 2+ yrs experience working with Avaya CMS, Cisco CUIC, Cisco UCCE, Telephoney or equivalent
+ 2+ yrs experience working with WFM scheduling software such as: Aspect, NICE, Verint, or other similar scheduling tools
+ 2+ years contact center experience
**Preferred:**
+ Bachelors degree in business
+ 4 years of progressive business development and/or strategy experience
+ Experience managing a fiscal budget
+ Forecasting and labor planning experience
+ Previous experience using human resources tools such as Oracle, WorkDay, or other similar HRIS systems
**Req #:**
831071BR
**Address Line 1:**
7601 Penn Avenue South
**City:**
Richfield
**State:**
MN
**Zip:**
55423
**Job Level:**
Manager with Direct Reports
**Employment Category:**
Full Time
**Brand:**
Best Buy
**Search Categories:**
BBCC - Best Buy Customer Care, Corporate Jobs, Remote Work from Home
Categories