With high level direction set by Business Unit and Organizational senior leadership, this position recommends strategic direction and oversees all operational aspects of Workforce Management which includes objectives and initiatives associated with incoming Call Center and Claims operations. This includes, but is not limited to, the development and/or implementation of policies and procedures on systems and the flow of information. Develops and leverages cross-functional partnerships to support effective business operations, improve performance and increase the satisfaction level of overall customer service experiences.
OTHER REPRESENTATIVE DUTIES
1.Provides strategic leadership to the workforce management team in the review of workforce management operations respective to systems and the flow of information to identify and address opportunities where improvement in customer service and claims operations may be realized.
2.Reviews operations to ensure the optimum use of workforce management tools and technology, resources and business routines as established to ensure standardization and consistency. This may be accomplished through the identification and analysis of problems from root cause analysis through strategy development and execution.
3.Collaborates with the call center/claims management team to develop strategic goals, staff plans and to assist with budget and forecasting for multiple contact/claims centers/operations.
4.Oversees implementation of workforce management initiatives that support superior customer service and satisfaction levels as well as increased employee morale. This includes the definition and establishment of operational processes, controls and review mechanisms and the analysis of resulting performance as an outcome of these initiatives. Reports the status of activity and provides feedback on results as well recommendations for additional areas in need of change.
5.Initiates human resource planning, selection and resource allocation activities that support the workforce management team’s productivity and effectiveness. This includes ongoing responsibility for the personnel actions for the customer service team, which includes hiring and scheduling employees; training and evaluating employees; coaching, counseling and managing performance; and making salary, merit or other pay increase recommendations. This position may also make recommendations and/or take corrective action to manage performance as appropriate.
6.Proactively manages direct reports to gather, analyze, report and develop action plans based on call center data. This must be delivered timely and accurate so definitive strategic and action plans may be developed
7.Must maintain accurate tracking databases for call center data surrounding call trending and workforce management data. Responsible for development and maintenance of call center forecast for both call and non-call volumes.
8.Provides accurate and timely call center reporting for presentations to senior management and external departments.
9.Works collaboratively with call center management team to develop strategic business work plan goals and budgets. Tracks and periodically reports progress to senior management, providing feedback and suggestions for change to increase operational effectiveness.
10.Maintains an awareness of products to effectively manage call center activities as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers.
11.Budgetary responsibilities which includes providing recommendations for headcount and expenditures related to internal and outsourced partnerships for Call Center and Claims operations, as well as supporting business units and monitoring/reporting on expenditures in relation to the budget.
12.Coordinate with Operations, Technology, Telecom and other appropriate groups to build disaster recovery and contingency plans.
13.Collaborate with Business VPs to develop the short/long term WFM operating strategy for our Customer Service and Claim departments for all supported sites.
14.Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals.
QUALIFICATIONS
WORK EXPERIENCE OR RELATED EXPERIENCE:
The ability to effectively develop, implement and manage policies and procedures on systems and the flow of information within a call center as described, as normally obtained through at least seven to ten years closely related call center management experience in an environment that entailed a high volume of transactions, intensive customer interaction, and rapid and constant change. At least a five-year minimum in workforce management or related function is required.
SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:
A demonstrated understanding and knowledge of call center best practices, including scheduling, proactive oversight, intelligent routing, call handling control and schedule adherence is required. Additionally, a demonstrated understanding of workforce management software is necessary.
The ability to manage diverse operations consisting of tight deadlines and high-pressure situations is required. The ability to multi-task and function will in a stressful environment is also required.
A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary. Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies within a call center is required. Incumbents must have the ability to implement and manage comprehensive policies, programs and initiatives as described.
Good leadership, communication (both written and verbal) and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to effectively motivate employees and resolve conflicts.
EQUIPMENT:
Strong working knowledge and proficiency with a PC and MS Office Skills (Word, Excel, PowerPoint and Outlook) and web-based tools are required. Incumbents must have a solid working knowledge of Customer Relationship Management (CRM) applications, Automated Call Distributor (ACD), Integrated Voice Response (IVR) and other phone/customer service tools. Skill with Cisco and Oracle applications are a plus, though not required.
EDUCATION
A thorough knowledge and understanding of business as normally obtained through the completion of a Bachelor’s Degree in Business Management or a related major. MBA is preferred.
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