9 days old

Sr. Manager, Workforce Management

Halifax, NS B3A

ADP is hiring a Workforce Manager. The primary focus of the Workforce Manager is to ensure the Service Delivery organization is performing at optimal capacity. The Workforce Manager gathers actual data, develops trend models, and projects future planning across all areas of Service Delivery. The Workforce Manager is responsible for reporting daily real-time stats, team capacity planning, forecasting, real-time management, engaging the playbook when necessary, communicate system issues, and IVR maintenance. This role also has the responsibility to ensure that Service Delivery answers performance, associate & client experience objectives across all contact channels. Manages the workforce management team, ensuring an efficient workload /workforce balance. The Workforce Manager also ensures effective utilization of assigned resources and administration of activities, while supporting service delivery's vision and mission statements.

Interacts with all levels of service delivery leadership. Heavily involved in FY planning sessions with the senior leaders of the Service and Finance teams.

This individual must be very skilled with Workforce Management tools, as well as, the workforce management discipline including forecasting, scheduling, and real-time.

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:

  • Manage the Workforce management staff in various workforce management activities of forecasting, scheduling, capacity planning, volumes, and approving off-phone activities.
  • Conduct forecasting to create staffing schedules for SLA achievement.
  • Responsible for the coordination and execution of forecasting/capacity plan meetings with leaders of all business segments.
  • Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.
  • Develop a communication strategy for leaders to discuss service level/staffing risks.
  • Evaluate and recommend opportunities for process or system improvements and/or enhancements.
  • Assist in the development and implementation of call routing strategies associated with call distribution and routing.
  • Coordinate reporting related to workforce management. Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.)
  • Manage output from forecast team, reviewing updated forecasts based on historical patterns, and run analysis in the effectiveness of historical data to the business model.
  • 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 presentations for senior leaders.
  • Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
  • Participate as a subject matter expert in the development of business requirements to support new systems, enhancements, or new product implementation.

Qualifications Required:

  • Bachelor's Degree with a major area of concentration in Business Administration or equivalent.
  • Over 8 years of direct experiencemanaging a large call center with many IVR's/streams required.
  • Knowledge of IVR's, real time workforce mgmt or Genesys.
  • Extensive experience in the discipline of Workforce Management in a Multi-Channel environment required.
  • Management experience in the Workforce Management function and managing virtual teams preferred.

Preferred Qualifications: Preference will be given to candidates who have the following:

  • Advanced leadership, presentation, interpersonal, and conflict management skills.
  • The highest level of integrity, customer focus, team building for strong working relationships.
  • 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.
  • Ability to adapt to change and implement quickly based on the 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: 2020-10-17 Expires: 2020-11-15

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Sr. Manager, Workforce Management

ADP
Halifax, NS B3A

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