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.
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
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.
Great West Retirement