U.S. Bank Contact Center Shared Services-- Workforce Management Lead in Harrisburg, Pennsylvania
The Workforce Development Lead will have responsibility for workforce management operations spanning all of our contact center operations groups. This functional area drives a great deal of customer and employee experience and performance impact for our contact centers and therefore requires a leader with extensive experience and a long record of accomplishment.
The leader will:
Manage team of 5-7 direct reports in department of up to 50 staff including workforce management managers, workforce management analysts, real-time analyst, resource forecasters and resource schedulers. The team will be distributed across multiple sites and some members may be dedicated to specific contact centers or lines of business.
Responsible for managing team to monitor real-time SLA adherence, forecast resource needs by skill and location, schedule resources for shifts in potentially over 40 contact centers 24X7, inform recruiting plans to meet resource needs and reporting on resulting agent idle time and occupancy.
Develop contact center workforce management philosophy, policies, processes and programs considering employee and customer experience as well as our compliance requirements.
-Ensure contact center workforce management staff has tools necessary to effectively deliver service level needed for contact centers to meet their operating objectives.
Develop and maintain strong relationships with all contact center leaders, across all lines of business.
Meet regularly with contact center leaders and management and Shared Services to understand resource needs, assess performance of workforce management team against SLAs, plan for upcoming events to ensure successful contact center operations.
-Provide central point of contact for workforce management issues in the contact centers.
Manage teams to utilize data, information and analysis to identify opportunities to increase contact center effectiveness and customer satisfaction.
Analyze, recommend, negotiate and maintain vendor contracts where required; ensure relationships are managed in a cost effective manner and evaluate the quality of all services and costs on an on-going basis; prepare and maintain vendor resource guide.
Lead and coach team on pursuit of process improvements to increase overall contact center effectiveness, increase employee and customer satisfaction.
Define, document, share, advocate and adopt best practices for workforce management across the bank’s contact centers.
Collaborate with other Shared Services group leads to create bench strength within the Shared Services group and develop a plan to ensure employees have the opportunity to grow both within and across contact center positions.
Represent the contact centers in working groups and project teams to set direction of workforce management at U.S. Bank.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
- Undergraduate degree; advanced degree preferred.
-10 or more years in contact center workforce management.
5 or more years in managing groups of workforce management teams.
Advanced understanding of contact center workforce management tools, technologies, operations and best practices.
Demonstrated experience in working in a matrixed management structure strongly preferred.
Demonstrated ability to drive performance.
Experience in setting and exceeding goals.
Ability to creatively solve problems and accomplish goals.
Prior success in creating new departments or teams strongly preferred.
Strong communication and team building skills.
Clear ability to develop strong interpersonal relationships.
Strong ability to work via collaboration.
Primary Location: United States
Shift: 1st - Daytime
Average Hours Per Week: 40
Requisition ID: 170023866