Workforce Optimization Lead

Volkswagen Group Of America Auburn Hills , MI 48326

Posted 4 months ago

Job Summary:

The Workforce Optimization Lead is responsible for providing industry-leading thought leadership to help Servicing Operations business owners meet their strategic and tactical customer service and operations objectives. This individual will build and lead a highly skilled team of workforce management professionals who will analyze and forecast interaction volumes, identify relevant customer and business trends, determine staff requirements, develop schedules, and monitor real-time performance to optimize front-line employee productivity and engagement and enhance the customer experience. The Lead will also develop forward looking department strategies to improve performance.

Job Responsibilities:

  • Analyzes, monitors and reports on all staffing assumptions (including but not limited to contact volume, headcount requirements, shrinkage, attrition, department KPI's, and forecast models) and provides recommendations to leadership teams

  • Develops key performance indicators, statistical modeling, and reporting mechanisms to measure operating standards and facilitate effective decisions

  • Oversees adherence and shrinkage, new-hire onboarding, staffing optimization, attrition and retention

  • Monitors intra-day contact center performance to ensure consistency in meeting performance objectives

  • Ensures service levels and productivity goals are met

  • Manages the performance of Workforce Analysts and Workforce Coordinators

  • Coaches and leads direct reports to create and maintain a culture of employee engagement

  • Oversees telephony IVR software platform and contact/agent skill based routing

  • Keeps abreast of all upcoming initiatives and activities that will impact contact volume such as training, holidays, marketing campaigns and customer notifications

  • Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs

  • Manages or participates in projects including new business onboarding and implementation of new/enhanced contact center technologies

  • Maintains continuing education activities to stay current on emerging service center technology, telephony and operating trends

  • Creates and maintains sustainable business continuity and crisis preparedness protocol

  • Other duties as assigned

Required Education:

  • Bachelor's degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.

Desired Education:

  • Master's Degree

Required Experience:

  • 7-10 years of leadership experience in workforce management in a complex, multi-site, multi-channel contact centers
  • 7-10 years of experience with demand forecasting and capacity planning
  • 4 years of experience creating and managing top down and bottoms up budgeting models and/or sales planning models

Required Skills:

  • Expert level knowledge of workforce management software (Avaya WFO and Avaya CMS)

  • Expert level skills in Microsoft Excel

  • Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement

  • Strong forecast modeling and analytics skills

  • Demonstrated knowledge of call routing process and technology

  • Demonstrated ability to coach to results and improve performance and behavior of direct reports

  • Demonstrated ability to train all workforce concepts to team members of varying experience and ability

  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects

  • Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable

  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations

Desired Skills:

  • Specific knowledge of Avaya WFO and Avaya CMS

Work Flexibility:

  • Ability to work flexible shifts as required (evenings, weekends, and holidays)
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Connected Services Lead Software Engineer

Gtech Services

Posted 3 days ago

VIEW JOBS 12/12/2018 12:00:00 AM 2019-03-12T00:00 Job Description: * The Connected Services Lead Software Engineer will be responsible for overseeing, participating in and performing, but not limited to, the following tasks: * Leading a team of Connected Services Software Engineers – Assigning day-to-day tasks for assigned software engineers. * Analyzing business, user and system requirements to determine optimal solutions for connected services in vehicles. * Preparing project plan detailing scope of work and timeline and obtaining approval from required parties. * Defining and coordinating Connected Services Validation projects. * Creating timelines, launch criteria, and RASICs (assigning Responsible, Approving, Supporting, Informed and Consulted team members for each task). * Identifying risks. * Ensuring test case creation. * Ensuring that DVP&R (Design Verification Plan & Report) is accurate. * Ensuring that systems and components are ordered for all applicable vehicles. * Determining amount of effort required for each task. * Preparing technical documents for system integration between service delivery platform (SDP/Cloud) and in-vehicle electronic control units (ECU's). * Design and implementation of tools to support the development, Integration and validation of telematics and applications across functions areas such as: * CAN * Cellular Networks * QNX * Linux * HMI emulators * Testing and assuring the quality of all features developed through automated test scripts, unit testing, regression testing, user acceptance testing, etc. * Conducting root cause analysis to isolate problems in the system and determine solutions. * Maintaining list of problems and solutions through: * Defect creation * Clarification * Retesting * Verification * Resolution of open issues * Providing technical support to other team members, as necessary. * Preparing and presenting reports and participating in-group meetings. Requirements: * NOT looking for candidates who have only tested Bluetooth, Audio, Car Play, Android Auto, etc. * Bachelor's degree in Computer Science/IT or Engineering degree * 6+ years of experience in Telematics is required – Must be relevant work experience (will not consider internships or coops as part of that experience). * 3+ years of experience with CAN * Linux/QNX/Command Line and/or Telnet * Test case writing * Ticket/defect management experience * In-vehicle Connected Vehicle Application experience (i.e. cloud/SDP) * Strong communication skills (both written and verbal) * Fast Learner, clear, concise, precise communication skills both oral and written * Ability to discern what issues need management escalation and when. * Comfortable when working in a loosely defined role. * Passion for telematics and internet / Smart Phone based applications. Preferred Requirements: * Experience with CAPL * Experience and knowledge of cutting edge technologies within the connected vehicle * Master's degree in Computer Science/IT or Engineering degree * 1+ year leading a team Travel: * Will be required to drive a company car. * A valid driver's license as well as a clean driving record. * Will be required to travel domestically up to 20%. Category Automotive Connectivity Function Engineering Req ID JN -122018-110283 Gtech Services Auburn Hills MI

Workforce Optimization Lead

Volkswagen Group Of America