Manager, Workforce Management

AD Operations - OE07DE

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Manager, Workforce Management

DESCRIPTION:

Reporting to the Director of Contact Center Resource Management (CCRM), the Assistant Director of Personal Lines Operations will be expected to manage the short- and long-term variable staffing recommendations for the operating plan and monthly outlook. The Assistant Director will be expected to lead and direct all aspects of the CCRM organization, including financial/budgetary oversight, champion the development and maintenance of sophisticated staffing models, and performance management of the staff.

• Provide leadership oversight for variable staff/capacity planning for Personal Lines (including Sales, Service, Billing, Agency and Underwriting Operations).
• Champion the development & maintenance of sophisticated staffing models that represent current business processes & workflows and optimize direct labor expenditures within agreed upon service level objectives.
• Manage economic & financial support for decision-making with regards to operations variable staffing. Develop staffing implications associated with various operations initiatives. Provide analyses on performance metrics to further enable operations leadership to recognize and respond to actionable opportunities or vulnerabilities.
• Influence strategic direction for variable staffing with recommendations supported by fact-based analyses that encompass historical trends and future expectations.
• Partner with stakeholders across operations - Business Leaders, Recruiting, and Training to develop and execute on hiring plans that focus on financial, tactical, and strategic implications.
• Maintain expertise regarding contact center best practices. Support and employ workforce planning and management tools & techniques. Utilize expertise to help drive strategic agenda. Make recommendations to improve contact center efficiencies and service delivery in a multi-site contact center environment.
• Create synergies and consistency across Workforce Management & Capacity Planning with regards to variable staff modeling and support information sharing for real time and scheduling processes.
• Act as primary point of contact to Personal Lines Operations Leadership for Operating Plan, Outlook and actual reporting with regards to variable staffing. Act as a key business liaison to Finance, Product, Marketing and other key business areas.
• eLead a team of 6 direct reports (staff modeling consultants) that is accountable for partnering with Personal Lines leaders to ensure the appropriate staffing levels to achieve agreed upon service level agreements at the optimal balance of effectiveness and efficiency.

• Bachelor's degree preferred and at least 5 years' experience in complex data modeling and quantitative analysis in a contact center environment
• Strong analytical and problem solving skills
• Strong financial and business acumen
• Strong working knowledge of statistical analysis
• Ability to plan, organize, and execute multiple projects timely and accurately
• Experience with researching and deploying technology to drive efficiency and automation
• Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
• Experience in handling difficult and/or escalated situations
• Strong leadership, decision-making, and team building skills
• Possesses strong to advanced EXCEL and POWERPOINT skills