Manager 2, Risk Operations Process Excellence

Job Overview

Our company is seeking a Workforce Senior Manager to assist in our high volume Risk Operations Organization. The position will regularly collaborate with senior leaders to provide strategic, operational and tactical plans for resource deployment, a balanced and level-loaded workflow, and output expectations based upon demand and capacity analysis. The main functions of this position is forecasting our staffing needs, headcount requirements, shift optimization, scheduling, and shift bids.

Responsibilities

• Create and continually iterate short term and long term forecasting and planning models to determine headcount needs, and in turn, work closely with leadership to identify the need to scale
• Use advanced data modeling to create and continually iterate on 90-day, 6 month, and 12 month volume forecasts that partners will use to staff their teams
• Work cross-functionally to understand upcoming feature releases, product releases, and any other factors across the business that may impact volume.
• Monitor intraday performance including case volume, average handle time , agent productivity, to provide key highlights to the managers and ensure adequate coverage all day, every day.
• Use Workforce Optimization (WFO) software to improve efficiency
• Forecast staffing needs, taking into account volume and headcount requirements
• Recommend optimal shifts to meet SLA requirements
• Generate reports to show changes to productivity or performance
• Provide updates on changes and real time monitoring to meet customer volume changes.
• Effective and timely communication to leaders
• Experience in forecasting, planning, and scheduling for large volume
• Ability to summarize, visualize, and present data to multiple levels of stakeholders
• Present key metrics, contacts, drivers, incoming work volumes, including expected occupancy, utilization, service levels, handle time, case volume, and SLA’s.

Qualifications

• A bachelor's degree in a business-related field or equivalent experience in Mathematics, Business Studies, Business Administration, or equivalent, combined with 5 years of workforce strategy in call center or back office operations.
• Experience with Workforce Optimization software a plus
• Have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data
• Analytical Skills
• Possess analytical skills essential for reviewing information, analyzing data, and make appropriate recommendations for improvement
• Computer proficiency
• Proficient with Microsoft Excel and Office & Google Suite, in order to store data, create reports, produce schedules and perform other tasks.
• Organizational and communication skills
• Establish an efficient workplace environment, able to manage a range of tasks and prioritize responsibilities, and meet deadlines
•  Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision