Work Force Manager- Life & Annuity Contact Center

DXC Technology UK

Nashville, TN, United States
Hybrid
Contact center operations
Workforce management team
Forecasting, planning, scheduling
Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients, leading a team responsible for forecasting, planning, scheduling, and staffing recommendations

Job Summary

  • Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients, leading a team responsible for forecasting, planning, scheduling, and staffing recommendations.
  • Drives reporting requirements, execution, and delivery for BAU run the engine and special projects/analysis, both internal and client facing, and acts as a champion of transformation to support client objectives.
  • Requires expert/guru competency in telephony systems, associated software, Word, Excel, PowerPoint, and data management concepts, with a demonstrated strength in business and analytical skills.

Matching Summary

Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients, leading a team responsible for forecasting, planning, scheduling, and staffing recommendations.

Skills & Requirements

Must-have

  • Contact center operations
  • Workforce Management team
  • Forecasting, planning, scheduling
  • Client-facing reporting
  • Telephony systems and software
  • Data management concepts

Nice-to-have

  • Champion of transformation
  • Listen, Learn and Act philosophy
  • Six Sigma/LEAN certification
  • Inclusion and employee development

Key Requirements

  • Nine or more years of workforce management experience
  • Five or more years of leadership experience
  • Bachelor's degree or equivalent experience
  • Demonstrated performance management
  • Demonstrated relationship leadership

Work Rights

Not specified

Tailored Resume

Cover Letter