Celgene Manager, Customer Care Workforce Management in Summit, New Jersey

Other Locations: US- NJ- Summit West

Manager of Customer Care Workforce Management reports directly to the Sr. Director of Customer Care and will be responsible for directing, coordinating, and participating in creating a sustainable culture of excellent service delivery through quality assurance and continuous improvement. The manager is responsible for understanding the Workforce Management software utilized in Customer Care and utilizing it for forecasting workload volume, staffing and shift coverage, and intraday call floor management. The Manager of Customer Care Workforce Management will also support the quality programs within the department and provide routine coaching and feedback to the frontline staff on call handling skills.

Responsibilities will include, but are not limited to the following:

  • Manages Workforce Management activities including forecasting and staff planning, scheduling to achieve KPIs, monitoring queues and volumes, and off the phone activities.

  • Through forecasting, provide insight into current and future workload based on existing behavior from customers and agents as well as industry trends.

  • Analyze KPIs to identify opportunities to improve SL and costs

  • Develop and maintain deep and detailed understanding of policies, procedures and systems supporting the Customer Care Center

  • Utilize Workforce Management (WFM)software application to perform complex data analysis to determine staffing targets, call volume trends, achieve KPIs, and provide recommendations to improve performance in support of Customer Care.

  • Develop effective schedules to support core responsibilities while balancing the needs of training, testing initiatives, meetings, and special projects.

  • Create and maintain WFM process and procedure documentation.

  • Responsible for maintaining monthly staffing plans and making recommendations for hiring.

  • Collaborate with Customer Care Supervisory staff and provide staffing recommendations to optimize operational efficiency.

  • Perform weekly immediate coaching sessions with frontline staff focused on skill development needs identified by the Supervisor. Provide real-time feedback to frontline staff and supporting performance documents to the Supervisor.

  • Collaborate with Quality Operations to ensure Customer Care has the appropriate policies and procedures in place to support the REMS program

  • Support the training and development and ongoing performance assessment of Customer Care staff for Strategic Interaction Skills.

  • Compile data and generate routine reports to management.

  • Set and achieve yearly strategic goals


Preferred Skills/Qualifications :

  • BS/BA required

  • 3 years’ experience utilizing Workforce Management software in a call center environment

  • 3-5 years’ experience working in call center operations

  • Customer-Focused

  • Team-Building and People Management Skills a plus

  • Experience with FDA REMS programs a plus

  • Proficient in MS Word, PowerPoint, Excel

  • Occasional travel required (<5%)

  • Communication – Effectively conveys ideas and information both verbally and in writing. Consistently and routinely provides feedback to the team on every type of interaction.

  • Motivational – Encourages others and self to do more than what is required, has positive impact on outcomes, inspires passion in others through leading by example.

  • Accountability – Takes ownership of results regardless of circumstances and to receive feedback and apply it accordingly.

  • Teamwork – Works with others to achieve a “win/win” to accomplish a common goal.

  • Time Management – Prioritizes tasks and takes into consideration other people’s requirements to achieve deadlines.

  • Critical-Thinking – Ability to collect, apply, analyze and evaluate information to reach an answer or conclusion that considers all variables and seeks to achieve the most beneficial result. Anticipates results, both desirable and undesirable, and integrates into decision-making process.

  • Adaptable – Adjusts to change and reacts in an effective manner to shifting circumstances, is a calming force during change, fosters a positive environment.

  • Integrity –Ability to be honest, fair and to maintain strong moral principles, uses Advanced Communication Skills (ACS) and addresses issues directly, considers all sides with making decisions, is ethical and above reproach.

  • Job Knowledge –Possesses the knowledge of SOPs, work practices, systems, processes, and procedures required to perform the job functions. Collaborates with internal and external partners for guidance with employee relations and legal issues.

  • Coaching and Development – Provides guidance, direction, and encouragement during all interactions to promote growth, provides clear accountability structure.

Manager, Customer Care Workforce Management

Location: Summit, NJ, US

Job ID: 17001333