Job Description:
Essential Job Functions:
• Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients
• Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each client
• Maintains forecast and staffing recommendations that are accurate and always current to ensure service level commitments are achievable and aligned with financial forecasts for both existing and prospective clients
• Drives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis- both internal and client facing
• Lead and support contact center technology launches and upgrades representing the business with IT execution support
• Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
• Approach client interactions with the Listen, Learn and Act philosophy.
Basic Qualification
• sBachelor's degree or equivalent combination of education and experienc
• eBachelor's degree in business management, computer science or related field preferre
• dNine or more years of workforce management experience in contact center operations environment
• sFive or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)
• -Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and cultur
• eDemonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectation
• sAbility to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc
.
Other Qualificatio
• nsDemonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking acti
• onExpert/Guru competency in telephony systems, set ups and associated software- (I.E. AWS, inContact/NICE, Genesys, Verint, etc
• .)Expert/Guru competency in Word, Excel and PowerPoi
• ntExpert/Guru competency in data management concepts (data lake, repositories, storage. retrieval and analysi
• s)Demonstrated excellence in communication and interpersonal skills at all leve
• lsDemonstrated ability to multi-task and work independently and lead effectively in a remote work environme
• ntDemonstrated effectiveness in inclusion, employee development and satisfacti
• onPreferred requirement- Six Sigma/LEAN certificati
on