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Director, Contact Center Workforce Management
TSYS
Columbus, GA, United States
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Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
Summary of This Role
Manages the overall workforce planning functions for the call center. Oversees the application of the workforce planning policies and procedures, operating structure, and information flow. Administers the efficiency/quality of monitoring call volumes. Analyzes and reports on call center trends in order to predict long-term and short-term staffing needs. Plans, directs, supervises, and evaluates work flow. Resolves systems problems that may affect departmental standards. Forecasts scheduling/headcount/hiring needs.
What Part Will You Play?
• Plans and evaluates the overall effectiveness of the processes within the Workforce Planning team. Directs the capacity planning process to better prepare the contact centers for call volume initiatives. Collaborates with cross functional teams to interpret client initiatives that may influence contact drivers.
• Directs the development of Workforce Management (WFM) resource planning databases to ensure scalable solutions which support future growth. Develops plan to synchronize multiple systems and processes dependent on WFM software data feeds.
• Directs the flow of information between each segment of the WFM process. Identifies and directs improvements required in existing processes that impact call routing, forecasting, scheduling, change management and reporting.
• Serves as the point of contact for each staffing agency and requests additional resources as necessary to allow for quality staffing of the various departments within Managed Services, Call Center, Collections, Back Office, and IT.
• Not an exhaustive list; other duties as assigned.
What Are We Looking For in This Role?
Minimum Qualifications
• Bachelor's Degree
• Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
• Typically a minimum of 10 years
• Related professional experience including a minimum of 5-6 years experience in a managerial position.
Preferred Qualifications
• Master's Degree
• Related field of study from an accredited university.
• Prior TSYS, payment or technology industry experience is preferred.
What Are Our Desired Skills and Capabilities?
None Identified
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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.