Manager, Resource Planning and Management (WFM)

Homesite Insurance Company   •  

Phoenix, AZ

Industry: Finance & Insurance


8 - 10 years

Posted 46 days ago

As a member of the Contact Center Leadership team at Homesite, you will provide leadership, clear direction, vision, strategy, goals and continuous guidance to a team of Long-Term and Short-Term Planning Analysts. This team's core responsibilities include contact center operations related to real-time adherence, hiring and capacity planning, and productivity analysis, forecasting and scheduling. The ability to lead, establish priorities, communicate and influence will be critical skills to effectively balance customer, partner and employee experience as well fiscal responsibility. This role requires a clear vision of the future, a bold message to communicate, and the passion to excite the team and your internal customers to deliver. In addition to traditional workforce management and leadership accountabilities, the RPM will be responsible for steering the department through a transformation in which the business unit moves from being an operational expense to one which positively impacts the organizations revenue. Finally, to be successful there is an expectation for a strong focus on continuous improvement, which may be driven by leveraging new and existing technologies, strategies and processes to constantly be at the forefront of the latest Workforce Management.Responsibilities:

Design and management and ownership of strategic Workforce Management Plan spanning multiple work groups which includes the ability to easily simulate "what-if" scenarios

Articulate the cost impact of staffing decisions and plans

Provide analytical support, insights and recommendations to Contact Center Leadership

Identify and resolve operational and performance gaps and obstacles; implement changes and improvements

Optimize Contact Center Resources leveraging the best Workforce Management strategies, practices and technologies

Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate performance

Development and execution of a robust communication plan that provides stakeholders the appropriate level of information for the targeted audience

Recommend technical/process solutions and develop accompanying metrics to measure the effectiveness of the implementation

Lead the WFM Team and collaborate with business leaders to make staffing decisions that support operational objectives

Proactively identify staffing opportunities; accountable for the delivery and management of Contact Center hiring and staffing plans

Foster collaborative working relationships with cross-functional teams including Partner Management, Training, Operations, HR, IT and others to ensure long term plans are met

Development of a WFM playbook that outlines various levers and plans to be executed based on the prescribed staffing needs

Coaches and develops team members to drive impactful performance contributions

Partner directly with Operations Controller on annual budgets

Adjust to rapidly changing environments with proactive adjustment of plans to sustain organizational KPI's during periods of flux.

Basic Qualifications:

8-10 years of experience leading a workforce management team in a contact center environment

At least 2 years of Project Management or Process Management experience

Bachelor's Degree in Business Administration, Economics, Statistics, Mathematics or Finance

Must be well versed in Contact Center Operations

Preferred Qualifications:

5 years of experience in Process Management (i.e. LEAN, Six Sigma, Agile)

Proficiency using WFM tools such as NICE IEX

Proficiency with Genesys

5 years of experience in Call Center Operations People Management

Property & Casualty Insurance experience