• Create and help manage labor & expense budget ($38M current year) for a multi-site contact center (including home agents in 5 states) of 600-1200 headcount (HC) across 6 departments• Partner with senior leadership to establish service objectives across the contact center that balance customer experience with cost efficiency, ensuring that those objectives are met• Lead a cross-site workforce management team of up to 25 HC (including leaders of others) responsible for forecasting, scheduling and real-time management across 4 channels (calls, emails, chat & social media)• Mentor and develop leaders within the Operations Department and across the contact center• Coordinate and drive department projects, providing Senior Leadership with data, analysis and progress

• Create and present yearly budget and monthly rolling forecast updates (accounting for trending and business changes), providing weekly volumes, labor forecasts and anticipated hiring needs• Responsible for contact center technology review/implementation and eWM functional set-up & administration, including exploring/developing/implementing efficient staffing models & agent schedules across areas to support service objectives• Lead team of 2-3 Operations Schedulers, ensuring all workforce management functions are carried out• Drive staffing levels by partnering with Finance & HR to plan new-hire classes across departments, including the hiring, execution and exit plans for Peak season (effectively doubling agents to handle Q4 volumes)• Provide accurate 6-week volume forecasts for all lines of business (creating/maintaining volume and AHT patterns), including a rolling two weeks of intraday forecasts

• Provide customer service in lobby and in call center, including payment & equipment processing, troubleshooting service loss & equipment connections and assisting with account issue resolution• Support new CSRs on the floor and in the classroom• Fulfill inbound sales, technician dispatch and high-speed-internet support functions during overnight hours