Associate Director of Workforce Services
7 days ago
Job Summary
">This role is responsible for driving corporate initiatives, delivering metrics, and optimizing performance through continuous interaction with stakeholders.
">The ideal candidate will be responsible for onboarding new accounts in the Location/Delivery Assurance vertical, including communication with WFM Shared Services and identifying deviations from standard SOD.
">They will participate in the action and strategic planning process, establishing annual objectives and goals for an organization.
">The successful candidate will be responsible for delivering on all contracts/SLAs, managing internal and external audits, and developing resources under their span.
">They will also provide input to the Operations Director/Managers on possible resolutions, solutions to escalated issues, and updates.
">This position requires strong people management experience, with at least 2 years of managerial experience in WFM (supervisors as direct reports).
">Additionally, experience in RTA, Scheduling, Capacity Planning & Forecasting is required.
">Able to create manual and automated scheduling plans using tools and knowledge of forecasting.
">This role serves as a resource for training, reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis, and process improvement.
">About This Role
">This role plays a critical part in driving corporate initiatives and delivering metrics to optimize performance.
">The ideal candidate will have a strong background in people management and experience in WFM.
">They will be responsible for onboarding new accounts, participating in action and strategic planning processes, and managing internal and external audits.
">Additionally, they will develop resources under their span and provide input to Operations Director/Managers.
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