Manager of Workforce Planning and Performance

Manager of Workforce Planning and Performance

 

With a history that dates back nearly 250 years, Crane is now a fast moving international force in currency, technical materials and social stationery. Crane integrates best in class technology, design and engineering to innovate solutions of uncompromising quality for customers as diverse as central banks, industrial companies, specialty stationery retailers and their customers. Not only does Crane produce the paper upon which all United States currency is printed, we also provide paper, printing and security technology for more than 50 nations around the world. Our award winning Motion (tm) technology is the clear leader in counterfeit prevention and will be featured on the new U.S. $100 dollar bill. The Technical Materials business designs and manufactures products that purify the water we drink, cleans the air that we breathe and offers structural enhancements to materials for construction. The Stationery business produces elegant cotton based stationery, invitations and announcements under the William Arthur, Vera Wang and Crane & Co. brands for personal and corporate customers.

The primary job function of Crane’s Manager of Workforce Planning and Performance is to compile, track and analyze call volume trends, preparing call volume, weekly staffing schedules and monthly staffing forecasts for the contact center, as well as agent and service level performance reports. The Manager is responsible for all contact volume and handle time forecasting, FTE (full time equivalent) staffing forecasts, schedule adherence monitoring, service level monitoring, intraday planning and agent performance monitoring for the contact center. The Manager’s objective is to create a positive work environment that contributes to the center’s ability to deliver superior service to customers. The Manager is an expert in forecasting and workforce planning, and supports Crane’s goals through accurate forecasting, performance reporting and analysis, intra-day planning, and by making all intra-day schedule adjustments approved by the Director of Customer Service to enable the contact center to meet and exceed objectives.

Requirements:

  • Associate or Bachelor’s degree preferred, High School degree (or equivalent) required
  • 1-2 years of sales and/or customer service experience with strong customer service operations knowledge
  • Concentration in statistics, business or related field desired
  • Enjoys working with people including problem solving and follow-through
  • Proven ability to perform in a fast-paced, continuously changing environment
  • Computer literacy, with strong expertise in Microsoft Excel, Word, PowerPoint required, Access and Crystal Reports desired
  • Familiar with statistics and able to develop histograms, distribution curves and other statistical reports
  • Familiarity with commercially available workforce management software (e.g. Aspect eWFM, IEX, Calabrio) desired
  • Strong knowledge of forecasting and work force management best practices preferred
  • Strong organizational skills, customer service and interpersonal skills
  • Able to think strategically and understand the fit of strategy within operational plans
  • Ability to handle multiple projects and tasks, prioritize and organize effectively
  • Able to communicate with all levels of management and company personnel
  • Able to make decisions and solve problems while working under pressure
  • Able to work with people positively in a high paced, high expectation environment
  • Ability to analyze and interpret data, and advise others that have less experience with analytics
  • Able to work with others to resolve problems, handle requests or situations
  • Able to handle personal and confidential information
  • Able to deal with personnel under circumstances requiring tact and diplomacy
  • Ability to communicate orally and in writing in a clear and straightforward manner

Please e-mail resume and cover letter to careers@crane.com

Emplyment Manager
Crane & Co., Inc.
30 South Street
Dalton, MA 01226
careers@crane.com
EOE M/F/D/V