About the Position

Assurance is creating a Workforce Management role! As Assurance has grown into an industry leader we’re building out our workforces and need a workforce manager to oversee our various lines and flows. You’ll work behind the scenes to assist our Department Managers and Agents maintain the schedules we need and optimize the utilization of our sales and post-sales teams to the full potential. As a Workforce Manager, you are the center of day-to-day operations.

This is a full-time position that requires the ability to work at least one weekend day per week and the ability to flex due to business needs.

Location: This is temporarily a work-from-home position but may go back in the office once deemed safe.

This is a unique role for the right candidate, as you will not be running a specific call center or workforce, but you will be the central ‘eyes and ears’ for all of our lines of insurance, our sales and post-sales teams, and our BPO’s. Also, we have world-class data science and software engineering teams that you will work with to help build, improve and run our custom workforce tools

Responsibilities

• Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Monitor/track sick calls, tardiness, etc., entering real-time exceptions into workforce management (absence, tardiness, meetings, overtime, etc.)
• Manage and help team leads to manage to company SLA’s and response rates
• Work with the sales, post-sales, and support teams to influence customer satisfaction for both consumers and agents
• Make recommendations for call routing and IVR optimizations
• Audit and maintain the integrity of data in workforce management tool and related databases
• Update leadership on staffing issues, performance measures, and call statistics
• Provide input on demand-plan projections, models, and ideal staffing requirements
• Coordinate with other departments to manage outages and special campaigns, and assure required non-phone activities are properly prioritized within acceptable time frames
• Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes and identify efficiency opportunities
• Design and execute on workforce management playbook to deliver on planned performance
• Identify root causes for service and occupancy failures to take proactive mitigation measures based on data trends
• Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events
• Monitor, action, and report on intraday service level to deliver a balanced customer experience
• Partner with floor managers to address any deviations from schedules including lates, leave early, absences, etc.

Qualifications

• 2 - 3 years of experience in Workforce Management supporting contact centers, warehouses, or other BPO type workforces (required)
• Experience with Workforce Management software including scheduling, performance tracking, and reporting; plus a willingness to learn new software applications (required)
• Advanced proficiency in Excel 
• Demonstrated flexibility to adapt quickly to departmental changes and conditions
• Strong analytical skills with emphasis on forecasting, as well as complex problem solving, critical thinking, and decision-making skills
• High attention to detail and timelines, occasionally under time pressure while tackling several tasks at once.
• Ability to work occasional evenings and weekends to meet deadlines
• Capable to work alone with minimum supervision, and in a team environment, with a focus on rapport-building and listening
• Previous experience in BI tools such as Looker, Tableau, PowerBI - strong preference if you know SQL
• Previous experience with any type of ACD reporting
• Previous project management experience

Choose Assurance Because:

· Exceptional base salary plus bonus structure

· Comprehensive benefits which include, medical, dental, vision, 401K and more

· Unlimited paid vacation, sick leave, plus paid holidays.

· Growth opportunities, advance your career rapidly, we offer leadership development training and promote from within.

· Ongoing coaching and career development including individual and group coaching sessions.

· Fast paced, high performance environment.