Manager Workforce Planning

Manager Workforce Planning

Location:

Piscataway, NJ, US, 08854 Columbus, OH, US, 43215 Scott Depot, WV, US, 25560 Ruston, LA, US, 71270 Norwalk, CT, US, 06851 Remote, GA, US, 99999 Bethpage, NY, US, 11714 Plano, TX, US, 75024 Long Island City, NY, US, 11101

Brand: Optimum

Requisition #: 5513

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

The WFM Manager plays a pivotal role by ensuring the seamless integration of new employees into our call centers. You will lead a dedicated team responsible for facilitating the transition of staff into their roles and who act as the liaison between the business and provisioning teams. Your focus will be on providing exceptional support to new hires, ensuring they have the necessary tools, access and credentials needed in order to operate in their roles.

Responsibilities

• Directly manage and oversee the Onboarding Team, guiding them in their roles and responsibilities.

• Take the lead in initiating the onboarding process for all Contact Center staff, overseeing each step to completion.

• Ensure the smooth and efficient integration of new employees into the company, providing necessary support and guidance throughout.

• Distribute credentials to onboarding staff across various departments and functions, maintaining accuracy and security.

• Offer hands-on support to new employees during the onboarding process, ensuring successful access to required applications and tools.

• Maintain a thorough understanding of and adherence to all client onboarding processes and policies.

• Proactively identify and escalate potential onboarding issues or concerns to leadership for resolution.

• Conduct weekly onboarding calls with partners to discuss upcoming needs and provide updates on ongoing submissions.

• Ensure timely provision or updating of credentials for any role changes across Contact Centers.

• Update and maintain company-wide trackers for all new hire credentialing activities.

• Act as the onboarding administrator for internal systems, overseeing user creation, campaign list management, error log monitoring, system security, and routine/disaster recovery procedures.

• Collaborate with IT and other departments to ensure system efficiency and effectiveness.

• Perform other assigned tasks related to onboarding and workforce management as needed

Qualifications

• Workforce Management experience, with onboarding process experience as well.

• Strategic and analytical thinker with a proven ability to identify opportunities for process improvement and implement effective solutions through cross-functional collaboration.

• Proficiency in Microsoft Forms and Excel, with the ability to create and analyze data to support onboarding processes.

• 4yr degree or relevant work experience in lieu of degree

• Exceptional organizational skills with the ability to handle multiple tasks simultaneously.

• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

• Detail-oriented approach with a commitment to accuracy and efficiency.

• Proficiency in relevant software and tools related to workforce management and onboarding processes.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York State is $102,816.00 - $168,912.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Nearest Major Market: New Jersey