Auto req ID: 3744BR
Title: Director, Workforce Management
Job Function: Call Center
State and City: Multiple Locations
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
POSITION SUMMARY
The Director, Workforce Management is responsible for both the strategic and tactical workforce management of the origination and servicing call centers. The role is responsible for the effective oversight and delivery of the following activities:
- Workforce Forecasting
- Scheduling
- Real-time Workflow Management
- Staffing Recommendations
- Workforce Data Reporting and Analysis
- Quality Monitoring for Call Center
- IVR and Web Customer Routing
- Non-Call Work Activity / Back-Office Tasks
The role provides overall supervision of the Workforce Management Team to include training, scheduling, setting of goals, prioritization of work, coaching, feedback, and performance reviews.
PRIMARY RESPONSIBILITIES
- Responsible for all aspects of Workforce management which includes, but is not limited to forecasting, scheduling, real-time workflow management and staffing recommendations for the servicing and origination call centers.
- Partners with Director and Vice-President on strategic and technology implementations for the call center.
- Utilize staffing requirements and call center schedules to determine required and ensuring we are meeting our operational commitments.
- Develops staffing models to track trends within the businesses and determine hiring needs for the future, and identify contact volume drivers to enhance the accuracy of the current forecast.
- Lead 2-3 analysts that perform more complex report/trend/performance analysis and troubleshooting and real-time workflow management. Create "what if" scenarios and present recommendations for staffing, forecasting and budgeting purposes to ensure that the call center has sufficient resources to operate effectively.
- Has full supervisory responsibility including hiring, performance management, staff development, and coaching and development.
- Responsible for ensuring excellent customer relations with call center management team and other business partners.
- Create and produce reports on historical data and forecasting results from applicable systems. Analyze and interpret data offering suggestions and independently implementing solutions.
- Update and maintain call volume patterns and consistently validate the accuracy of intraday forecasts. Create database tracking tools and report on staffing shrinkage patterns (vacation, sick, training, etc.) for incorporation into the staffing forecasts. Maintain holiday patterns to ensure effective coverage for holidays.
- Analyze and closely monitor the implementation of newly created or changed call routing strategies and the impacts to the business
- Provide IVR and Web customer routing management for the business
- Provide daily analysis of key performance criteria including service level, handle times, absenteeism, and schedule adherence; identifies the root cause of performance gaps
- Must have the ability to recognize, recommend, implement and measure operational improvements.
- Leads non-call work activity and back-office tasks to include data integrity, clerical delivery, and administrative excellence.
- Manages a specific budget and held accountable for the effective delivery of departmental objectives while operating within established budget parameters.
- Responsible for protecting employees, customers and corporate information. Follows established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- Maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.
Education Required:
EDUCATION REQUIREMENTS
Bachelors Degree preferred and/or equivalent experience
Experience Required:
JOB REQUIREMENTS
Experience/Knowledge/Other Skills
- 8+ years Supervisory experience, managing schedulers and/or reporting analysts
- 8+ years experience performing forecasting, scheduling and intra-day staff management functions in an inbound/outbound contact center preferred
- 8+ years experience with workforce planning to include forecasting of staff, schedule creation, and repositioning of resources to ensure business needs are met
- Bachelors Degree preferred and/or equivalent experience
- Excellent proficiency with Excel and other Microsoft Office products
- Experience with Routing and Workforce Management technology required, such as IEX, CMS, TCS, Aspect, eWorkforce, etc.
- Experience in researching and recommending technology solutions for the call center.
- Strong vendor management/relationship experience.
- Strong organizational skills.
Supplemental Information:
This position can be filled in Plano, Tx or Carson City, NV
Direct Reports: Yes
Travel: Required 10-25%
Title: Director, Workforce Management
Job Function: Call Center
State and City: Multiple Locations
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
POSITION SUMMARY
The Director, Workforce Management is responsible for both the strategic and tactical workforce management of the origination and servicing call centers. The role is responsible for the effective oversight and delivery of the following activities:
- Workforce Forecasting
- Scheduling
- Real-time Workflow Management
- Staffing Recommendations
- Workforce Data Reporting and Analysis
- Quality Monitoring for Call Center
- IVR and Web Customer Routing
- Non-Call Work Activity / Back-Office Tasks
The role provides overall supervision of the Workforce Management Team to include training, scheduling, setting of goals, prioritization of work, coaching, feedback, and performance reviews.
PRIMARY RESPONSIBILITIES
- Responsible for all aspects of Workforce management which includes, but is not limited to forecasting, scheduling, real-time workflow management and staffing recommendations for the servicing and origination call centers.
- Partners with Director and Vice-President on strategic and technology implementations for the call center.
- Utilize staffing requirements and call center schedules to determine required and ensuring we are meeting our operational commitments.
- Develops staffing models to track trends within the businesses and determine hiring needs for the future, and identify contact volume drivers to enhance the accuracy of the current forecast.
- Lead 2-3 analysts that perform more complex report/trend/performance analysis and troubleshooting and real-time workflow management. Create "what if" scenarios and present recommendations for staffing, forecasting and budgeting purposes to ensure that the call center has sufficient resources to operate effectively.
- Has full supervisory responsibility including hiring, performance management, staff development, and coaching and development.
- Responsible for ensuring excellent customer relations with call center management team and other business partners.
- Create and produce reports on historical data and forecasting results from applicable systems. Analyze and interpret data offering suggestions and independently implementing solutions.
- Update and maintain call volume patterns and consistently validate the accuracy of intraday forecasts. Create database tracking tools and report on staffing shrinkage patterns (vacation, sick, training, etc.) for incorporation into the staffing forecasts. Maintain holiday patterns to ensure effective coverage for holidays.
- Analyze and closely monitor the implementation of newly created or changed call routing strategies and the impacts to the business
- Provide IVR and Web customer routing management for the business
- Provide daily analysis of key performance criteria including service level, handle times, absenteeism, and schedule adherence; identifies the root cause of performance gaps
- Must have the ability to recognize, recommend, implement and measure operational improvements.
- Leads non-call work activity and back-office tasks to include data integrity, clerical delivery, and administrative excellence.
- Manages a specific budget and held accountable for the effective delivery of departmental objectives while operating within established budget parameters.
- Responsible for protecting employees, customers and corporate information. Follows established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- Maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.
Education Required:
EDUCATION REQUIREMENTS
Bachelors Degree preferred and/or equivalent experience
Experience Required:
JOB REQUIREMENTS
Experience/Knowledge/Other Skills
- 8+ years Supervisory experience, managing schedulers and/or reporting analysts
- 8+ years experience performing forecasting, scheduling and intra-day staff management functions in an inbound/outbound contact center preferred
- 8+ years experience with workforce planning to include forecasting of staff, schedule creation, and repositioning of resources to ensure business needs are met
- Bachelors Degree preferred and/or equivalent experience
- Excellent proficiency with Excel and other Microsoft Office products
- Experience with Routing and Workforce Management technology required, such as IEX, CMS, TCS, Aspect, eWorkforce, etc.
- Experience in researching and recommending technology solutions for the call center.
- Strong vendor management/relationship experience.
- Strong organizational skills.
Supplemental Information:
This position can be filled in Plano, Tx or Carson City, NV
Direct Reports: Yes
Travel: Required 10-25%