Employment Requirements
This opportunity is not open to C2C relationships or visa sponsorship.

This is opportunity is for local candidates only.

Responsibilities
Responsible for facilitation of achieving service levels and maximized staffing utilization within multiple business segments through forecasting, scheduling, adherence, and analysis functions of the Workforce Management team.
Responsible for building and maintaining a Workforce Management strategies through strong engagement/support of business segments while maintaining focus on the customer
Build and manage a strong Workforce Management team through positive employee engagement and effective talent management
Maximize effectiveness of technology and manpower through monitoring forecasted versus actual call metrics and effective schedule optimization of all operational staff
Maintain detailed records of call/workload statistics and arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization
Proactively identify, analyze, remediate or modify operational process changes, excess capacity, and defects in forecast models to deliver best in class workforce plans
Advise segment leadership of potential performance risks and coordinate with the appropriate departments to resolve gaps, output issues, or other problems
Leverage historical data to identify and clearly articulate performance issues and provide counter measure option to close performance gaps
Effectively communicate key information across the enterprise so that everyone is aware of service, metrics and significant variation in performance (IE: Performance Metrics,
Schedule/Forecast Updates, Potential Impacts on SLAs)
Ensure the accurate and timely management of all meetings, training, and other scheduled off phone activity, as well as overtime and time off requests (IE: PTO, Sick Leave, FMLA)
Manage activities and initiatives related to the effective implementation and ongoing usage of workforce systems, including ensuring data integrity, team assignment, skill assignment, and schedule maintenance
Monitor, audit and communicate schedule adherence, including scheduled and unscheduled absences, and daily activity
Utilize data from various workforce management tools to provide in depth analysis of workload factors for business areas
Oversee quality audits of all Workforce Management functions to ensure accuracy and timely delivery
Responsible for the achievement of all Workforce Management performance goals (IE: Forecast accuracy, Schedule Optimization)
Lead weekly review meetings with segment leadership detailing previous and current week’s performance and forecasted performance for remainder of month
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
Audit and maintain the integrity of data in workforce management software and related databases
Represent Customer Solutions Support in a professional manner, encouraging operational improvement
Maintain effective working relationships to ensure teamwork in achieving corporate goals
Perform as a “change agent,” constantly challenging conventional thinking, approach, and current ways of doing business
Participate in strategic planning activities and contribute to departmental and cross functional teams to achieve goals and ensure future success


Qualifications
Advanced leadership and consensus building skills
Strong expertise in capacity modeling, forecasting, workforce management tools and operational planning methodologies
Strong written/verbal communication, interpersonal, and presentation skills
Strong analytical and problem solving skills
Advanced skills in providing clear and concise direction in a rapidly changing environment
Advanced understanding of conflict management, including negotiations and consensus building
Strong experience in leading workforce management team in a multisite contact center structure
Intermediate skill in use of office equipment including copier, fax machine, scanner, and telephones
Intermediate PC proficiency
Intermediate skill in word processing, spreadsheet, and database software
Management skills in an operationally changing environment, with drive for results and success based on objectives
Advanced knowledge of contact center metrics and Workforce Management processes
Capable of investigative and analytical research
Practice interpersonal and active listening to achieve high customer satisfaction and departmental communication standards
Establish and maintain working relationships in a collaborative team environment
Strong customer service skills
Recognize strategic opportunities and use data to make timely and sound decisions
Flexibility and willingness to adjust to shifting demands/priorities
Required Leadership Experience and Competencies
Political awareness and a proven track record of building effective working relationships with senior level business partners
High standard of performance while pursuing aggressive goals
Principled leadership and sound business ethics
Ability to take appropriate risks, using available data
Ability to build synergy and interdependence with a diverse team, in a changing environment
5 years of experience with Workforce Management processes and tools (i.e. NICE/IEX, Verint) and ACD technology (i.e. Avaya).
5 years of experience in service center operations
2 years of management experience
High School Diploma or GED in general field of study

Preferred Qualifications
8+ years of experience in Workforce Management processes and tools (i.e. NICE/IEX, Verint) and ACD technology (i.e. Avaya).
8+ years of experience in service center operations
5+ years of management experience
5+ years of experience in health insurance field
Bachelor’s degree in business administration or related field
Lean Six Sigma Green Belt Certification

Administrative
Establish short and long term department goals in accordance with overall company objectives and divisional strategic planning. Execute strategies and operational plans to ensure that both short and long term objectives and financial goals are consistently met
Complete departmental quarterly and yearend reports on key indicators, objectives, staff activities and financial performance
The position requires a fulltime work schedule. Fulltime is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements


*Solü Technology Partners provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.