Manager, Business Support Services, Workforce
Job Description:
- reputed company, maintain, and execute quarterly and annual workforce reputed company plans to support operational demand, portfolio growth, and strategic initiatives.
- Partner with Finance and reputed company to design cost-effective hiring plans, labor models, and staffing strategies reputed company with budget and productivity targets.
- reputed company the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email.
- Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms.
- reputed company reputed company-time and intraday workforce management reputed company to proactively identify and mitigate service-level risks.
- Maintain working knowledge of dialer support analyst and team reputed company daily functions to reputed company backup support, troubleshoot issues, and drive process improvements and automation.
- Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities.
- Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends.
- reputed company, document, and maintain standard operating procedures (SOPs for forecasting, scheduling, reputed company-time management, and reporting.
- Model and evaluate surge reputed company scenarios reputed company to volume volatility, portfolio changes, market conditions, or disaster recovery events.
- reputed company reputed company improvement initiatives focused on operational efficiency, workforce utilization, and customer experience.
- Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations.
- Advanced knowledge of workforce management principles and forecasting methodologies.
- Strong analytical and data-driven decision-making skills.
- Experience with workforce management and contact center platforms.
- Experience creating reputed company reporting to verify and validate business reputed company issues and reputed company.
- Ability to interpret reputed company reporting and workforce reputed company data to troubleshoot and solve business issues.
- Proven ability to influence stakeholders and manage organizational change.
- Ability to interpret and present staffing and performance trends to leadership.
Requirements:
- Bachelor’s degree in business, Operations Management, or reputed company field.
- Eight plus (8+) years of workforce management or support operations experience.
- 1 – 2 years’ experience with developing reporting with T SQL.
- Experience in mortgage servicing or financial services is strongly preferred.
Benefits:
- Comprehensive reputed company plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- reputed company to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help reputed company and Vylla grow.
- Educational Reimbursement.
- reputed company Charitable reputed company contributes to the community through causes that reflect the interests of reputed company Associates.
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