Jurisdiction & Classification Manager ensuring compliance in regulatory aspects of defense technology. Leading JC processes and collaborating with engineering and product development teams.
About the role
- Senior WFM Manager overseeing daily operations for workforce management team. Enhancing productivity and customer service goals across lines of business with up to 3000 agents.
Responsibilities
- As a manager, oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment.
- Lead performance monitoring and feedback sessions to foster continuous team development.
- Build and maintain a positive, high-morale work environment that promotes accountability and engagement.
- Develop, refine, and maintain optimized schedules to meet service level agreements (SLAs) across multiple lines of business.
- Collaborate with WFM Managers and operational leaders to ensure accurate short-term and long-term capacity plans.
- Monitor multiple LOB real-time performance, adjusting workforce plans and schedules dynamically to maintain efficiency.
- Track adherence and identify opportunities to improve service levels through proactive solutions.
- Prepare and deliver to leadership accurate performance reports on key metrics, including productivity, adherence, and attendance.
- Leverage data insights to identify workflow inefficiencies and trends that impact service levels, providing forward thinking actionable recommendations to leadership.
- Facilitate skill development for several LOB director, managers, and supervisor team members on WFM tools and processes, ensuring technical proficiency and continuous improvement.
- Provide ongoing coaching to the WFM team to enhance performance and career development.
- Identify and drive process transformation to streamline workflows, increase efficiency, and enhance operational performance.
- Ensure compliance with company policies, regulatory standards, and operational procedures.
- Serve as a point of contact between WFM, operations, and senior leadership to align workforce strategies with business goals.
- Effectively communicate data insights and recommendations to technical and non-technical audiences.
Requirements
- Minimum of 4 years of experience in workforce management within a contact center environment.
- At least 3 years of leadership or supervisory experience managing WFM teams.
- Proven expertise in scheduling, forecasting, and intraday management using workforce management platforms such as NICE, or other WFM platforms.
- Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to act proactively in a fast-paced, dynamic environment.
- Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders at all levels.
- Demonstrated ability to identify process gaps, develop innovative solutions, and drive continuous transformational improvement.
- Proficiency in analyzing workforce metrics (e.g., adherence, occupancy, ASA, service level) to identify trends and implement forward thinking strategies.
- Technical proficiency: NICE WFM, PowerBI, Microsoft Excel, Oracle Planning Tools, IBM Planning Analytics (TM1) or similar reporting tools, and workforce management software.
- Proven ability to mentor and develop team members, fostering a culture of accountability and excellence.
- Bachelor’s degree in business, Finance, Operations Management, or a related field.
- Capacity to adapt to rapidly changing business needs and workforce dynamics.
Benefits
- Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
- Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
- Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
- Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.
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