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Workforce Management Director

Eagan, MN 55122

Posted: 12/11/18 Industry: Other Job Number: 00005WFX Pay Rate: 0.00
Provide key strategic direction and leadership for call center operations within a large-scale health insurance organization. We are seeking candidates with 5 or more years of Workforce Management and Operations Reporting experience to serve as a Workforce Management Director. Initiate, implement and manage advanced workforce planning, process optimization, methodologies and metric measurements across customer contact centers and operations teams.

Benefits for the Workforce Management Director:
• Direct Hire Opportunity
• Competitive Benefits
• South Metro, MN
• 8 A.M. 5 P.M. Monday Friday

Responsibilities of the Workforce Management Director:
• Oversees development and execution of operations team forecasting, and capacity planning.
• Partner with operations leadership to ensure budgeting is ready for forecasted customer needs and contract commitments.
• Actively leads discussions of performance and forecasting, and partner with leaders to optimize forecasting and performance capabilities.
• Verify that reporting analysts understand business processes and performance metrics to be measured.
• Work with leaders to identify gaps and improvements that can be supported by metrics and reporting.
• Provide proactive analysis, presentations, and strategic recommendations for business improvements.
• Support integrated workforce support, drive processes standardization, scale, and efficiencies.
• Create criteria for forecast evaluation systems, evaluate effectiveness of current and proposed workforce management activities.
• Ensure that effective technology solutions are utilized consistently.
• Develop data marts for standard reporting by end users and verify custom reporting requirements for operations teams are prioritized and addressed.
• Hire, train, coach, counsel, and evaluate performance of direct reports.

Requirements of Work Force Management Director:
• BS/BA in Business Statistics or related field
• 5 or more years of direct management experience in workforce management
• 5 years of service center experience required
• Experience in Agile, Six Sigma or Lean process capabilities is highly preferred
• Must be able to manage multiple complex, ongoing tasks and projects
• Some travel is required

Apply by sending resume to stp8@therightstaff.com or call #952-546-1100 for more details.

THE RIGHT STAFF wants to help you succeed! Our team of seasoned professionals works to match you to the best job, best fit, and best location. Contract assignments to full-time permanent positions, we are here to assist you!

THE RIGHT STAFF is an Equal Opportunity Employer.

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