Las Vegas, NV
Industry: Accounting, Finance & Insurance•
5 - 7 years
Posted 196 days ago
Responsible for managing operational staffing and call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission, and customer access strategies.
-Provides advanced, in-depth analysis of workload factors for business areas with complex and highly multi-skill members contact areas, review analytics and develop/assist in solutions based upon analytical/data findings and highlight resources issues/opportunities, ability to make recommendations to Executive and/or Management teams.
-Manage the monitoring of real-time performance within the call centers. Drives strategy and innovation to improve Workforce Management related user experience while effectively training and developing support team to meet customer expectations and needs.
-Manage staff in the various workforce management activities. Provide leadership and coaching for direct reports, including associates outside U.S, by modeling appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings.
-Manage all aspects of the Workforce Management platform, ensuring the optimization of technology performance on existing tools (e.g. Aspect, EXCEL, Microsoft Business Intelligence, SharePoint, etc.), and addressing issues appropriately. Stay current on Workforce industry best practices to ensure proactive innovation and growth.
-Provide leadership in resolution of complex and high-priority service issues, as escalated from the team, to effectively ensure prompt and accurate resolution and client satisfaction. Handle high-level escalations that are negatively impacting service levels including company outage events.
-Bachelors degree or equivalent.
-5+ years of experience in workforce management.
-3+ years experience in leadership role.
-Ability to interact across all levels of the organization and build strong partnerships.
-Knowledge of contact center and production environment reporting applications, standard inbound contact center business practices.
-Previous experience with Aspect WFM, CISCO, MS Office required.
-Proven ability to train and develop resources in remote locations, including outside the United States.
-Degree focus in Business, Mathematics, or Finance.
-Business transformation background or training (e.g. Six Sigma, Lean, etc.)
-Workforce Management Mastery Certification.
-Business Operations Mastery Certification.