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The Associate Director, Workforce Management applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity, and human resource compliance). The Associate Director, Workforce Management requires a solid understanding of how organization capabilities interrelate across department(s). The Associate Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates.

The Associate Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates. Support organization operating seven days a week with morning, afternoon, and evening shifts.

Location: This position is Remote Nationwide. Potential for meeting travel 1-2 times per year

Hours: This position operates during traditional business hours, but occasional after hours or weekend work may be required

The responsibilities of this role include but are not limited to:

• Applying knowledge of workforce management to ensure operations are efficiently staffed to meet the needs of our customers
• Fostering positive relationships with operations to understand upcoming needs and changes in order to provide staffing guidance
• Bringing a curious mindset and being comfortable challenging assumptions in a positive manner to optimize resource allocation and margins
• Leading a team of remote workforce management associates to provide real-time (intraday) staffing updates and adjustments, scheduling, long-term staffing models, reporting and analytics, and other workforce management support to the organization
• Being responsible for associate growth and development
• Overseeing workforce management needs for multiple lines of business and partnering with the operational leaders to deliver a positive associate experience while meeting customer needs
• Serving as a trusted advisor and subject-matter expert for all workforce planning activities across Operations
• Continuously assessing existing workforce plans to ensure practical business alignment and exhibiting the ability to lead cross-functional teams in the design of alternative approaches
• Setting strategic direction in coordination with the director of workforce management and operational leaders
• Being comfortable working in a fast-paced environment supporting operations that occur 7 days a week

Use your skills to make an impact
 

Required Qualifications

• 6 or more years of Workforce Management experience
  • Scheduling
  • Forecasting
  • Real-Time (Intraday) Movement
  • Reporting and Analytics

• 2 or more years of people management experience
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Excellent written and oral communication skills
• Strong analysis, critical thinking, and analytical problem-solving skills
• Ability to handle multiple tasks and deadlines with attention to detail
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Demonstrated proficiency in workforce forecasting and planning, with a robust understanding of contact center operations and back-office operations
• Demonstrated ability to lead and grow a team of workforce management focused associates

Preferred Qualifications:

• Advanced Degree
• Prior experience in Process or Project Management
• Experience with Verint
• Experience scheduling a multi-routing environment

WAH Internet Policy Requirements:

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellula