Workforce Management Manager
hace 10 horas
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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Workforce Management Manager
- PRIMARY PURPOSE: To initiate and implement enhanced workforce management practices for the organization; to optimize resource performance across operations utilizing automated workforce tools; and to ensure organizational performance requirements and client specific service level commitments are met.
- ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Develops and maintains organizational and site level long term forecasts and workforce budgets; initiates staffing and scheduling modifications in response to changing business needs and client profiles.
- Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects.
- Develops and maintains reporting resources required for marketing, pricing, analytical and daily operational purposes.
- Ensures Service Center service level and other supported service operations achieve required service level and overall performance metrics through utilization of effective recruiting and staffing processes.
- Develops, communicates and continuously assesses position requirements for direct reports; coach colleagues to improve individual and team performance against established metrics.
- Proactively identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness.
- Communicates with upper management regarding long
- and short-term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
- Initiates and implements enhanced workforce management practices for the organization including direction of multi-site Service Center workforce management functions, scheduling administration, and providing support, direction and development of direct reports.
- Works effectively within a team-based environment and maintains good internal and external client relationships.
- Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team; provides individual and organizational feedback on performance at minimum six-month intervals.
- ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Travels as required.
- SUPERVISORY RESPONSIBILITIES
- Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
- Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
- Provides support, guidance, leadership and motivation to promote maximum performance.
- QUALIFICATIONS
- Education & Licensing
- Bachelor's degree from an accredited college or university strongly preferred.
- Experience
- Eight (8) years of related experience equivalent combination of experience and education required to include four (4) years of inbound call center, workforce management, supervisory, or customer service management experience.
- Skills & Knowledge
- Knowledge of automated workforce management tools (preferably Blue Pumpkin/Witness Systems) in a multi-site environment
- Excellent knowledge of multi-channel service center processes and procedures
- Strong oral and written communication skills, including reporting and presentation skills
- PC literate, including Microsoft Office products.
- Leadership/management/motivational skills
- Analytical and interpretive skills
- Exceptional organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to manage multiple projects and set priorities.
- Ability to work in a team environment.
- Ability to meet or exceed Performance Competencies
- WORK ENVIRONMENT
- When applicable and appropriate, consideration will be given to reasonable accommodations.
- Mental: Clear and conceptual thinking ability; excellent judgment, analysis, and discretion; ability to handle work-related stress; ability to handle mu
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