Description

• Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients
• Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each client
• Maintains forecast and staffing recommendations that are accurate and always current to ensure service level commitments are achievable and aligned with financial forecasts for both existing and prospective clients
• Drives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis- both internal and client facing
• Lead and support contact center technology launches and upgrades representing the business with IT execution support
• Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
• Approach client interactions with the Listen, Learn and Act philosophy.

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management, computer science or related field preferred
• Nine or more years of workforce management experience in contact center operations environments
• Five or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)-
• Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
• Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
• Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.

Other Qualifications

• Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
• Expert/Guru competency in telephony systems, set ups and associated software- (I.E. AWS, inContact/NICE, Genesys, Verint, etc.)
• Expert/Guru competency in Word, Excel and PowerPoint
• Expert/Guru competency in data management concepts (data lake, repositories, storage. retrieval and analysis)
• Demonstrated excellence in communication and interpersonal skills at all levels
• Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
• Demonstrated effectiveness in inclusion, employee development and satisfaction
• Preferred requirement- Six Sigma/LEAN certification

Key Skills

Education

Bachelor's degree