Supervisor, Workforce Optimization

Wageworks Tempe , AZ 85280

Posted 2 months ago

Check out the following fantastic career opportunity!

POSITION TITLE

Supervisor, Workforce Optimization

OVERVIEW AND REPORTING RELATIONSHIP

The Workforce Supervisor is responsible for support and development of the Workforce Business Analysts and Coordinators to ensure the SDO service levels are met. Using independent judgment and discretion, this position will be required to lead WFO projects including but not limited to new report creation, client implementation and IVR/technology testing and validation. The WFO Supervisor will also monitor inbound call traffic and identify trends that impact real time service levels. Additionally, this position is responsible for the timely analysis of historical information, including but not limited to contact center trends, call volumes, patterns, etc. and provides reports, forecasts, and recommendations for planning purposes as well as to increase call center efficiencies and effectiveness

OTHER REPRESENTATIVE DUTIES

  • Supervise the Workforce Optimization team to ensure effective and efficient operations.

  • Considers staff training needs, project work, vacations and personal leaves as well as works with workforce management to anticipate call volume of inbound traffic. Arranges schedules accordingly to ensure adequate coverage and consistent levels of customer support

  • Manages site workload and corresponding outsource partner staff for all business units.

  • Participates in validation and testing of the IVR and operating systems. Responsible for being a subject matter expert to provide detailed feedback and solutions.

  • Reviews and verifies intra-day performance reports as appropriate and projects adjustments for unanticipated volume shifts, staffing adherence, etc. Basing analysis on available information identifies opportunities for same day staff adjustments and the need to solicit extra hours and/or voluntary time-off.

  • Assists with call volume forecasts to anticipate scheduling efficiencies such as training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support.

  • Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate.

  • Provides regular operational, financial and statistical reports, some in an Excel format, to the management team. Makes recommendations regarding opportunities for improvement where appropriate.

  • Addresses operating system and telecommunication issues for the customer care organization. This includes but is not limited to coordinating with other departments when outages occur and calls must be redirected. Maintains issue tracking log and reports on Service Level impacts as necessary.

  • Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers.

QUALIFICATIONS

  • Good communication skills (both verbal and written), presentation and strong interpersonal skills are required to perform the functions as described, including participation and facilitation of client meetings as described.

  • Incumbents must also be able to work well in a team environment to accomplish common goals. The ability to work well with people of diverse backgrounds and at all organizational levels is also required. A strong customer service orientation is essential.

  • Strong analytical skills are required as is the ability to review issues, evaluate conditions and employ independent judgment and discretion to determine the best way to move forward. The ability to analyze telephony reports along with reports data mined from ancillary applications critical to success is required.

  • A strong attention to detail and the ability to remain highly organized and focused is essential.

  • Excellent planning and organizational skills are required. Incumbents must be able to work under general supervision while exercising sound independent judgment and discretion. The ability to plan and manage one's own time, while working on multiple tasks and projects is critical. The ability to work while under stress is also essential.

  • A good understanding of WageWorks' call center operations and related products, technologies, and internal business processes is required to perform the essential functions as described. A working knowledge and understanding of Cisco telephony architecture is preferred.

  • Incumbents must demonstrate the ability to create detailed report requests, call flows, organizational charts, test scripts and application error tracking tickets in custom applications with appropriate training and tools.

EDUCATION

A thorough knowledge and understanding of business as normally obtained through the completion of a Bachelor's Degree in Business Management, Computer Science or a related major. Certifications in Microsoft Office applications and/or selected Workforce Management solutions is preferred.

LOCATION

Tempe, AZ

Build Your Career at WageWorks!

WageWorks enables millions of people to save money on critical expenses like healthcare, dependent care, and commuting, through Consumer-Directed Benefits, such as Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs) and Commuter Benefits. WageWorks is a leader in the industry serving more than 6.5 million people for over 100,000 employers, including 63% of the Fortune 500 and numerous public sector clients.

WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the six Company Values listed below as an additional component of the job description and as a standard of individual performance.

Customer-Centric: Our Customer comes first. We aim to serve our Clients and their employees, our brokers and partners, as well as our internal customers.

Caring: People are at the heart of our company. We care about people: our Clients, our Clients' employees and their families, our partners, and local communities, and our fellow employees at WageWorks.

Passionate: We love what we do and are passionate about delivering Consumer-Directed Benefits that save people money and enrich their lives.

Accountable: We are dedicated to making our team and the company succeed, and we are open, honest, ethical and conscientious, as we deliver on our commitments.

Leading: Our actions inspire new ideas and drive change each and every day.

Respectful: We value the diversity of our people, treat them with dignity and respect, encourage their development and reward their performance.

Why Work for WageWorks?

If you're looking for a career that provides plenty of growth opportunities, responsibility, and interesting challenges to tackle, you will find it here.

If you want to join a fast-moving, high-growth, exciting company that's a market leader, you're looking in the right place.

But mostly, if you want to help people live happier, healthier, and more productive lives, then you'll want to work for WageWorks.

WageWorks provides equal employment opportunity without regard to pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, citizenship, mental or physical disability (including HIV and AIDS), medical condition, veteran or military status, marital or registered domestic partnership status, age, sex, sexual orientation, genetic information, gender identity or any other basis protected by federal, state or local law, ordinance or regulation.

Employment will require successful completion of a background check.

Equal Opportunity for Disabled Veterans, Recently Separated Veterans, Other Armed Forces Service Medal Veterans.

Drug free workplace.


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Supervisor, Workforce Optimization

Wageworks