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Director of Workforce Management

Progrexion, Inc.

This is a Full-time position in Phoenix, AZ posted May 1, 2021.

THIS POSITION MAY BE BASED IN PHOENIX, AZ OR WEST VALLEY CITY, UT.

Progrexion is the Nation’s leading credit repair company.

While that might not sound particularly interesting, it means everything.

Because the truth is, credit repair changes lives.

Whatever someone’s financial dreams may be, their credit that will help them get there and we are in the business of making those dreams a reality.

And we don’t just care about our client’s dreams, we care about our employee’s dreams as well.

We have a culture focused on our people and their success.

We want to help everyone get where they’re going.

As the Director of Workforce Management (“WFM”), you will lead and manage the planning and support functions of the Client Services Contact Centers to include in-house, near and off shore contact centers located in West Valley UT, Phoenix AZ, Philippines, Guatemala and Mexico.

The WFM Director leads the team to assess and improve operational/business performance through data reporting, analytics, WFM activities, directing collaborative efforts across the company (in-house, near/offshore contact centers) and providing executive level updates.

Responsibilities:
Build, manage and own workforce management strategy, process, and execution across our contact centers that fosters our organizational culture and drives KPI’s and business objectives.

Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.

Responsible for the delivery of services in accordance with SLA’s/SOW’s.

Manage activities including capacity planning, forecasting, scheduling, real-time monitoring and analysis including direct workforce responsibility for in house frontline paralegals and offshore resources.

Proactively identify, analyze, remediate or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders.

Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors.

Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

Communicate issues and trends regarding service and recommend and/or facilitate programs to effectively resolve these issues.

Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities.

Ensure the development and maintenance of in-house and vendor performance management materials such as metrics, scorecards, key performance indicators (KPI), and reports to drive desired NS/OS vendor outcomes.

Provide input to senior leadership to support in-house, NS/OS vendor performance assessments and improvement initiatives.

Review existing vendor processes and portfolio for opportunities to improve efficiency or scope of services.

Review vendor performance and costs / benefits / risks.

Ensure vendor compliance with all applicable laws, rules, and regulations.

Has full supervisory responsibility for a staff.

Delegates tasks, manages work flow and plans staffing requirements.

Responsible for salary administration.

Interviews candidates and makes hiring decisions, writes and conducts performance reviews, provides ongoing feedback, and manages disciplinary actions.

Coaches and mentors staff; provides development opportunities.

Ensures that teams and individuals understand roles and responsibilities via clear communication of goals and objectives.

Meets with individual team members on performance measurements, goals and evaluations.

Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors.

Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

Partner with Operations management to drive a culture that makes Lexington Law an employer of choice.

Partner with Operations management to identify and track both planned and unplanned absences.

Develop and maintain business continuation/disaster recovery plans for all contact center sites as it relates to call routing. 
Qualifications
Bachelor’s degree in business related field, data sciences, or an equivalent combination of work experience required.

5-7 years’ progressive workforce management experience, including near/offshore or BPO operations with demonstrated competency in executing strategic plans.

3 years’ experience leading, coaching, and developing workforce management teams.

Hands on WFM experience is required.

3 years’ experience using CMS (Call Management System), use of Avaya Products highly preferred.

3+ years’ Workforce Management tools experience; usage of Verint highly preferred Demonstrated competency in executing strategic plans Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects Experience and knowledge of functional tools and infrastructure Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions Advanced level experience with data tools, Excel, SQL, etc.

Excellent communication skills both oral and written.

Ability to work up, down, and across multiple departments with the ability to bring groups to consensus.

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