Job Details – this job has expired, please see similar jobs below
Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.
May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 8 years relevant work experience. BS/BA preferred.
Company is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
Company Gen2 Cloud is the next generation cloud service built from ground up for the most demanding application requirements with diverse performance, reliability, and governance requirements for a variety of customer use cases.
We've focused on security, reliability, scalability and flexibility to support existing and future enterprise level large and complex deployments while beating industry performance and pricing standards. We are rapidly expanding our footprint and continuously building innovative solutions.
Learn why people come to work for Company at Company website
Workforce management (WFM)
is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.
Roles and Responsibilities
You will be working with a team of Workforce Analysts that support a worldwide network of business units, and operational centers. You will monitor all issues that impact service levels and take actions to resolve or reduce the impact. You will perform operational and oversight responsibilities as required to ensure all Service Level Agreements are met. You will evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role, you will experience a wide range of problem solving situations that require immediate real-time intervention.
· Oversee the day to day activities of the workforce management staff and provide direction to improve operational efficiency.
· Ensure that resources are utilized at maximum levels of efficiency and effectiveness.
· Develop reporting processes and create detailed presentations to fulfill senior leadership requests.
Provide guidance to analysts with preparation of new reports, presentations, or survey information
Help drive continuous improvement to increase productivity, accuracy, and improve workflow.
Partner with business leadership to coordinate processes to meet the operational and strategic needs of the business.
Advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influences the operations of workforce management.
Analyze attrition and develop hiring plans for long and short-term planning efforts.
Provide recommendation to management for long range strategic planning
Interact with various internal operating groups like HR, IT, QA, and Training who play a critical role in the success of the operation.
Analyze trends and forecast workloads and resource allocation requirements across the enterprise’s customer service organization.
Schedule resources, manage real-time adjustments to resources.
Review and approve a monthly summary from the workforce management team that details forecast-to-actual workload variance, the impacts, and determines if adjustments to future forecasts are necessary.
Perform other related duties and assignments as required.
5-8 years relevant workforce management experience required
Additional years of related experience may be used in lieu of education requirement required
3+ years of team lead experience required
3+ years of previous experience working in a real time adherence environment required
3+ years of previous call center experience required
2+ years of experience with workforce software e.g., Avaya CMS and Impact 360 (Verint) and/or Genesys required
Vendor Management experience required
Previous experience with scheduling and forecasting required
3+ years of staff and process management experience, preferably in a healthcare environment required
MS Office applications: Word, Excel, PowerPoint, and a project management application required
Excellent communication (verbal and written) and presentation skills required
Excellent organizational skills required
Demonstrated ability to use good judgment and logical reasoning required
Analytical and problem-solving abilities required
· Workforce Management experience certification or COPC training is a must
Sign up and search through 75,108 curated jobs in the Tech Edition: