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Dir Traffic/Workforce - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Carlsbad, CA Carlsbad, California |
About this job
This position is responsible for leading the Workforce Management function supporting the Customer Service organization. The director will be responsible for the development and execution of workforce strategies to achieve customer, shareholder, and employee targets.
Additionally, this position will lead a team of forecasters, schedulers and real-time analysts. The Workforce Management director is responsible for leading and developing the team to ensure best practices are used, and the team executes at a high level.
The Director position will be responsible for short term Capacity Planning, managing real-time traffic, developing strategies and executing tactics including:
Additionally, this position will lead a team of forecasters, schedulers and real-time analysts. The Workforce Management director is responsible for leading and developing the team to ensure best practices are used, and the team executes at a high level.
The Director position will be responsible for short term Capacity Planning, managing real-time traffic, developing strategies and executing tactics including:
- Achieving Client Specific Performance Guarantees
- Manage workforce SG&A to budget
- Short term (1-12 weeks) call forecasting
- Real-Time Call Management
- Real-Time Adherence Monitoring
- Call Center Analytics
- Call Routing
- Shift bids and schedule alignment
- Skilling Advocates
- Outbound Call Campaigns
Requirements
- 5+ years experience in workforce planning/management.
- 7+ years experience in Leadership.
- 5-7 years operational management.
- Experience using IEX, Aspect, or another workforce management tool.
- Proven ability to operate in a highly dynamic environment; seeking a candidate who has run large customer service operations in a steady state environment.
- Strong interpersonal skills, ability to work with all levels of management across all functional areas, as well as, business partners in other UHG.
- Excellent verbal and written communication skills.
- Self-starter; strong track record of proactively moving organizations forward by having the foresight to “see what is around the cornerâ€.
- Bachelor's degree preferred
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