12 days old

Director, Workforce Management

Alpharetta, GA 30009

ADP is hiring a Director, Workforce Management. The Director of Workforce Management manages the activities for the Centralized Workforce Management team including capacity planning, forecasting, scheduling, real-time monitoring and analysis including direct workforce responsibility for front-line associates in the United States, offshore and BPO resources. Ultimately responsible for driving strategic world-class client & associate experiences and cost management through accurate and effective agent forecasting and scheduling.The role of the Workforce Management Director is to develop and guide strategies, priorities and deliverables in support of the HRO organization and enhance the client experience by leading a team of highly skilled professionals in workforce management and resource allocation.

They will work effectively with the Comprehensive Services and TotalSource Executives to meet the needs of clients and reinforce the ADP value proposition by leveraging technology to improve the efficiency and effectiveness in the scheduling and allocation of resources, insights to allow leaders to make informed decisions and strategic consultation on staffing options, workload distribution and management in an omni-channel environment.

This leader must influence HRO leaders at all levels to drive best practices as it relates to staffing, recruiting, interviewing, on-boarding, resource management, and talent development activities to ensure consistency, efficiency and effectiveness with the goal of providing a differentiated experience for our associates, leaders and clients.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

 

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

 

RESPONSIBILITIES:

  • Provide senior leadership to Workforce Planning and Forecasting groups.
  • Ensure the delivery of yearly, monthly, daily and intra-day call volume, average handle time and staffing forecasts through management of Planning & Forecasting Team.
  • Participate in budget planning process. Monitor sales/productivity data; develop data-driven staffing models; forecast and plan for staffing needs.
  • Provide senior leadership to the Workforce Scheduling and Capacity group to ensure accurate and appropriate development and maintenance of associate schedules, call center capacity management, and coordination of initiatives to ensure resources are maximized while balancing the associate and client experiences.
  • Drives effective management and monitoring of resources ensures that staffing levels are appropriate to meet target HRO KPIs. Provide consultation on alternative staffing models (PT associates, contingency staff, universal agent, 4-day work weeks, BPO resources, etc.) and guidance on changing support models.
  • Lead and participate in projects, plans, and initiatives that affect the Client Experience to maximize resources and results across the centers and like functions.
  • Following completion/implementation of changes, ensure audits and analysis is conducted to ensure return on investment and adherence to new processes.
  • Identify, track, and analyze key business drivers.
  • Engage business and matrix partners to determine appropriate improvement initiatives or process/policy adjustments and ensure execution in areas of responsibility.
  • Lead the effort of building staffing strategies that support multi-site, multi-touchpoint, multi-lingual, multi-skilled customer contact center(s) and that account for growth, seasonal variations, special events affecting clients' volumes and other cyclical patterns.
  • Train and educate business partners on workforce management including creating and delivering effective presentations.
  • Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls and ensure maximum productivity and efficiency.
  • Provide direct supervision to direct reports. Motivate department team members through verbal encouragement, public celebration of the department in individual achievements and coaching to help create and maintain a compelling place to work.
  • Performs Managerial duties including hiring, coaching and performance management.
  • Maintain regular communication, contact, and coaching with members of the department through monthly staff meetings and individual progress meetings.
  • Performs other duties as assigned

QUALIFICATIONS REQUIRED:

  • Bachelor's Degree or its equivalent in education and experience
  • 8+ Years of directly related experience in the discipline of Workforce Management in a multi-channel environment.
  • 5+ Years management experience in Workforce Management
 
#LISERVICE

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

 

  • Experience in Genesis, NICE IEX, Intradiem, Aspect, Avaya or similar software needed
  • Understanding service modeling with chat, email and web to case
  • MBA
  • Advanced leadership, presentation, interpersonal and conflict management skills.
  • The highest level of integrity, customer focus, team building for strong working relationships.
  • Needs the ability to manage a virtual team effectively
  • Advanced at leading meetings and facilitating information exchange with internal business partners
  • Sound decision-making skills that demonstrate originality, flexibility and resourcefulness
  • Ability to develop strong working alliances at all levels within the organization.
  • Build appropriate rapport for developing constructive and effective relationships.
  • Ability to adapt to change and implement quickly based on overall direction and needs of the company.
  • Drive for results, communicate effectively and professionally, balance risk with opportunity.

 

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2021-01-11 Expires: 2021-02-21

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Director, Workforce Management

ADP
Alpharetta, GA 30009

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