Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Workforce Planning Assistant Manager - Contact Center

Expired Job

Great West Retirement Denver , CO 80208

Posted 2 months ago

Position Highlights

Leads a team of contact center workforce planners whose goal is to forecast and schedule contact center staff in order to meet or exceed service level objectives. Develop long term forecasts and staffing models and coordinate with operational managers to ensure effective utilization of resources.

Primary Responsibilities

  • Lead a team of workforce planners to maximize productivity and performance, and ensure the efficient development of staffing plans and real-time administration to meet Call Center and client goals.

  • Produce daily, weekly, monthly forecasts and staffing requirements needed to meet service level targets

  • Identify and analyze trends in call activity and scheduling challenges, and develop and recommend ways to enhance performance

  • Responsible for hiring of new staff, training, development, and coaching on an ongoing basis.

  • Work with vendor and corporate telecommunications team on all Workforce system issues and enhancements. Manage all Workforce system testing, troubleshooting and reporting. Provide approval of all Workforce system fixes and go-lives.

  • Responsible for the design and development strategic volume and staffing forecasts. Design and develop effective ways to solve staffing requirements.

  • Other duties as assigned


  • Bachelor's Degree in Business or related field preferred or related field preferred or equivalent education and experience

  • Minimum 2 years call center experience required

  • Minimum 2-3 years workforce management experience in a call center environment required

  • Proficiency with Microsoft Excel, Word and PowerPoint

  • Demonstrated ability to respond quickly to problems

  • Proven ability to create relationships with supervisors and others to work effectively together to solve problems and develop creative solutions to staffing challenges

  • Candidate must be analytical, a conceptual thinker, possess great time management skills and be able to handle high stress situations.

  • Excellent oral and written communication skills

Working Conditions/Physical


Normal Office Working Conditions

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.

About Great-West Financial

At Great-West Financial and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you're interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We're an equal opportunity employer dedicated to workforce diversity. We're also committed to providing a drug-free workplace.

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

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
Global Procurement Category Manager Managed Service Provider/Contingent Workforce

Equinix, Inc.

Posted 6 days ago

VIEW JOBS 11/11/2018 12:00:00 AM 2019-02-09T00:00 Global Procurement Category Manager –Managed Service Provider/Contingent Workforce Who are we? We make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Work with us and craft the future of cloud and enterprise connectivity at one of the Fastest Growing Technology Companies in America (Forbes 2014). If you want to play a part in building a historically significant company, we want to meet you. This position is located in Redwood City, CA; Denver, CO or remotely. Global Procurement is responsible for the development and execution of sourcing strategies to demonstrate relationships within business entities or across the company to achieve the best total value. It includes Category and or Commodity management strategies with the goal of achieving significant cost reductions, and improving product quality and vendor service level. Individuals in Global roles will be required to have the knowledge, skills, abilities and experience to design and execute strategies in a global environment. You will lead the strategic sourcing activities for temporary contract labor and SOW spend, works closely with key partners in IT, HR, travel and all other corporate functions to develop effective category strategies and implementation plans. You will work to develop a long-term agreement with our MSP provider and help to implement the roll-out of the program. Responsibilities * Critical Thinking and Thought Leadership: Ability to see ahead and thinks in terms of possibilities; creates a clear vision and strategy, thinks broadly and understands interdependencies * Functional procurement knowledge: Worked in strategic sourcing roles and in business environments that drive current procurement practices * Influencing Skills and Lateral Leadership: Ability to build relationships and credibility across the organization; demonstrates managerial courage; strong negotiation skills resulting in win/win * Executional Excellence: Ability to get things done and multi-task; acts with a sense of urgency; willingly tackles tactical roles to achieve objectives; able to prioritize; excellent decision making/judgment skills * Collaborates with key partners within the business and corporate functions to ensure engagement, agreement and ownership of key sourcing strategies. * Networks outside and within the organization and maintains strong, long-term relationships * Establish indirect procurement goals, metrics, and work plans to meet operational objectives. * Recommend solutions to business problems and/or find opportunities for improvement, and present ideas to senior leadership. * Motivate, coach, and inspire team members to optimal performance and career growth. * Delegate work, set high standards of performance, and assign clear accountability and roles for own team members. * Drive process and system improvements to enhance purchasing efficiency, cost, and compliance. * Build and maintain supplier relationships and drive improvement in the areas of cost, risk, and quality. * Ensure appropriate supply agreements are in place and guide internal teams how to monitor adherence to the terms of the agreement. * Educate internal customers regarding the best negotiation positions and provide partners with a balanced view of contract risk and liabilities. * Educate suppliers on the mechanics of doing business with Equinix. * Identify and resolve various supplier management problems. * Support selection of new suppliers. * Develop cost savings proposals and interact closely with suppliers, and internal customers, to achieve the cost savings. * Contribute to spend category management strategies and action plans. * Identify and lead resolution on technical, operational, and organizational problems. * Prepare spreadsheets and graphs that can communicate complex ideas. * Thorough knowledge of procurement, sourcing, and supplier management. * Experience with the use of enabling systems to track progress, identify gaps, and develop plans to address. * Experience with categories such as Human Resources, Contingent Labor, Marketing, and Professional Services. * Strong organizational skills. * Ability to work and interact with departments throughout the organization, with minimal supervision. * Customer focused, able to collaborate and influence others to drive actions to meet business needs while maintaining a positive, professional outlook. * Demonstrate integrity and reliability. * Solid understanding of industry financial / category trends. * Aptitude to understand suppliers key cost drivers, interpret basic financial and balance sheet reporting, and provide recommendations. * Ability to deal effectively with pressure, multiple tasks, deadlines, and rapidly changing priorities. * Strong verbal and written communication skills with requisite interpersonal skills to partner, collaborate and build relationships with business partners, suppliers, and regional teams. * Facilitate meetings effectively ensuring that communication styles are appropriate given the differing needs of culturally diverse, global teams. * Strong negotiator; ability to negotiate the best deal and influence upward. * International sourcing and supplier management experience; preferably in area of responsibility. * Proficient in use of Microsoft Office (Project, Word, Excel, Outlook, PowerPoint). Qualifications * 5-8 or more years in Procurement and 1-3 years in Indirect procurement * Bachelor's degree in supply chain and procurement, finance or business administration; MBA preferred * Demonstrated experience developing and implementing strategies that have yielded measurable business results * Experience building owning an organization in a complex, matrixed environment preferred Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. Equinix, Inc. Denver CO

Workforce Planning Assistant Manager - Contact Center

Expired Job

Great West Retirement