Workforce Manager
Ameriprise Auto and Home Insurance 14 reviews - De Pere, WI

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Provides direction and leadership of a workforce management team of 4-6 members in
achieving and maintaining optimized workforce planning/scheduling for multiple
groups across the enterprise to include short and long-term forecasting of call
volume, modeling of staffing needs, managing the performance-based PTO/Shift bid
process where applicable, and enterprise reporting through utilization of various
industry tools (i.e. Aspect, Avaya, Access, Excel, etc.). Drives conversations
related to up-coming business changes that impact groups. Coordinates activity
across groups to make schedule adjustments to staffing levels to achieve
operational objectives. Responsible for coordinating periodic review of call
arrival patterns and metrics driving schedule performance (e.g. AHT, adherence,
utilization, etc.) Provides for auditing and other quality assurance methods to
ensure that the workforce team meets or exceeds all accuracy, processing, and
quality metrics and standards. Ensures workforce management systems are supported
and up to date. Manages workforce unit budget.

Provide leadership in resolution of complex and high-priority service issues, as
escalated from the workforce team to effectively ensure prompt and accurate
resolution and client satisfaction. Handle all first-level escalations from the
operations areas related to scheduling. Remain up to date on workforce planning
best practices to ensure staffing approach is dynamic and fluid and proactively
meets demand and delivery of consistent contact treatment.

Provide leadership and coaching for direct reports by modeling appropriate
leadership techniques, providing employee feedback through effective performance
management practices, ensuring employee skill and leadership development, and
conducting regular one-on-one meetings. Assist with budget and staffing/workforce
planning to cost-effectively manage service level and quality.

About this company
14 reviews