Position Summary: Oversee productivity by assessing, analyzing and reporting employee productivity at the individual level and departmental levels, while determining best practices to utilize employees’ productivity skills using techniques and theories of workforce management.

Duties and Responsibilities:

• Responsible for the real-time workforce management in a contact center environment
• The role ensures accurate forecasting, effective staffing levels, and optimized scheduling for all areas within the contact center
• Implement and optimize the usage of Workforce Management tools to enhance the functionality, streamline operations, and improve efficiency
• Manage real-time workforce operations, analyzing, optimizing, and reporting on employee productivity at individual, team, and organizational levels
• Manage all Workforce Management related areas, such as schedules, intraday staffing changes, and time-off requests, to ensure enough staff are available for the contact center needs
• Coordinate the development of detailed staffing models and needs by predicting specific call types and volumes using historical data and forecasting methods
• Collaborate with voice, data, reporting, and analytics teams to monitor and report on key call center performance measures and KPIs
• Collaborate with call center managers and supervisors to address staffing issues, schedule adjustments, and training needs
• Serve as a strategic partner for the Direct Insurance Operations Leadership Team and key business stakeholders for all matters related to workforce staffing optimization
• Manage and train workforce team members associated with real time adherence management, interval monitoring, standards reporting, scheduling and forecasting

Education and Work Experience:

• College Degree Preferred
• A minimum of 3 years direct experience as a Workforce Manager or similar role
• Proven experience in workforce management, prefereable in a contact center environment

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Leadership experience with the ability to manage and develop a team
• Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills
• Proficiency in workforce management software and tools
• Ability to work in a fast-paced environment and manage multiple tasks

Hours Required:

Varied Schedule but must be flexible and available to work additional hours outside of this standard schedule depending on project scope.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This is an exempt position.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.