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Workforce Management Manager

Nesco Resource

This is a Full-time position in Phoenix, AZ posted April 7, 2021.

Job DescriptionDuties:Responsible for facilitation of achieving service levels and maximized staffing utilizaion 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 Client 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 BCBSAZ goals and ensure future successSkills:Duties continued: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 year-end reports on key indicators, objectives, staff activities and financial performance-The position requires a full-time work schedule.

Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirementsREQUIRED COMPETENCIES1.

Required Job Skills
• Advanced leadership and concensus 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 multi-site 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 software2.

Required Professional Competencies
• 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/priorities3.

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 environmentNesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.