Manager - Workflow, Customer Experience Metrics for Customer Service

About This Role

Managing end-to-end workflow execution across multiple Customer Service sites and geographies within the NSP organization is the core of this role. This position bridges tactical capacity execution with network-level strategy, ensuring staffing plans translate into accurate scheduling and workforce deployment that protects service levels and delivers cost efficiency. The Workflow Manager leads a team of Business Analysts responsible for shift planning, schedule adherence, headcount alignment, and operational defect resolution across assigned sites.

Responsibilities

• Own the execution of network capacity plans at the site level by translating forecasted staffing requirements into optimized CSA shift schedules across multiple sites and time zones
• Monitor actual staffing against plan daily and take corrective action to close gaps and protect service levels
• Coordinate site-staffing needs including headcount reporting, shift rotation management, cross-training programs, and new-hire ramp integration
• Ensure schedule adherence across productive and non-productive activities and align actual staffing to short-term and operational capacity plans
• Own the analysis and reporting of site performance through Key Performance Indicators including Shrinkage, AHT, and PTL on daily, weekly, and monthly cadences
• Highlight and communicate metrics that could affect service levels, customer experience, and business processes
• Monitor and detect metrics signaling CSA burnout symptoms including occupancy rates, schedule density, and break adherence
• Coordinate proactive interventions such as wellness NPTs and workload rebalancing to eliminate outlier associate experiences and sustain long-term workforce health across sites
• Critically evaluate current Workflow processes and drive standardization across sites
• Independently apply AI tools to accelerate analytical and scheduling workflows
• Develop team-level automation for repetitive tasks and build repeatable frameworks that prevent recurring categories of execution problems
• Work closely with mid to senior-level leaders across CS Operations, Capacity Planning, Finance, Training, and PxT to identify emerging capacity risks
• Create mitigation plans for staffing corrections and service level recovery, and partner with Technology teams to drive mechanism enhancements
• Lead a team of Business Analysts across multiple sites, setting clear performance expectations, providing regular feedback, and coaching team members to recognize strengths and grow toward promotion
• Hire, attract, and onboard talent to ensure rapid skill development
• Communicate complex scheduling and staffing insights in clear, concise narratives for technical and non-technical audiences
• Participate in tactical and strategic planning discussions and produce well-structured documents that tie conclusions directly to business outcomes