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Assistant Manager, Contact Center Operations Workforce Management

  • Location: FL Pensacola - GPO
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular

Job Description

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Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

Direct day-to-day workforce management operations to optimize contact center efficiency and achieve short term and tactical actions service objectives. Research and analyze contact center data to identify trends/issues and provide accurate planning and forecasting models. Focus on execution of hiring and any other plans provided by the Strategic Planning & Forecasting Branch (SPF)
 
Responsibilities
 
• Plan and oversee the production of workforce management (WFM) staff to meet contact center staffing requirements
• Provide feedback to the Planning Branch on potential changes to call volume, AHT and/or staff needs that may have a long term impact, serves as a regular contact/liaison with Operational Leadership regarding staffing status or decisions
• Assist Manager in selecting data that measures performance against established standards and organizational expectations (e.g., forecast accuracy, shift optimization, calls handled, average wait times, abandoned or blocked calls, service levels, etc.)
• Analyze data, formulates conclusions and recommends appropriate action(s) to meet/exceed performance standards and expectations
• Manage call volume by monitoring call management systems, automated telephone system, and call routing systems
• Interpret data and recommends adjustments to skills, profiles, and staff distribution; call routing; overtime availability; and/or non-demand work activities
• Evaluate the efficiency of processes and telephone service by analyzing reports from contact center systems and recommends changes to improve service and eliminate /reduce negative trends
• Receive, investigate, and resolve urgent or complex system or scheduling issues (telephone, written, electronic message) by taking or recommending appropriate and/or corrective action
• Act as Manager in the absence of the incumbent
• Assist Manager, Workforce Management, to monitor contact center operations and ensure implementation of best practices technology and standards
• Consult with the Manager to review work in progress and coordinate contact center activities to include forecasting call volume; scheduling contact center personnel; reviewing statistical data and reports; and
incorporating industry standards
• Assist contact center management and supervisors in understanding workforce management practices, systems, and methods or theories
• Consult and communicates with contact center leadership on projects, system changes, system outages, changing business needs, and strategic objectives
• Ensure efficient use of contact center technology by analyzing real time and historical performance/trends
• Meet anticipated service levels by determining methods or improvements for managing call volume.
• Perform supervisory/managerial responsibilities
o Set direction to ensure goals and objectives align with corporate and division strategy
o Select, manage, measure, counsel, reward and develop staff
o Monitor employee’s performance; identifies and develops successors and talent
o Promote communication through regularly scheduled meetings to identify and resolve internal
o Select management and other key personnel; oversee talent development/succession planning
o Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
o Oversee the preparation and execution of department/division AFP
o Manage merit pay in accordance with specified objectives and guideline
o Leadership Level
• Promote communication through regularly scheduled meetings to identify and resolve internal problems, questions, efficiency or procedures affecting branch operations
• Demonstrate project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
• Represent branch and/or contact center on special projects
• Maintain high degree of knowledge of contact center technology and workforce management practices
• Performs other related duties as assigned
 
Qualifications – All required unless otherwise noted
 
• Bachelor’s degree in a related field, or the equivalent combination of education, training and experience
• Effective experience in progressively responsible positions which demonstrate the ability to supervise, exercise good judgment, and lead effectively, preferably in a financial institution
• Effective experience as a project lead, which involves organizing tasks, providing status reports to senior management, establishing and meeting deadlines, and facilitating presentations on complex material to multiple levels of management
• Familiarity with extensive knowledge of contact center workforce management systems and practices
• Working knowledge of contact center tools and technologies, including call routing and call flow infrastructures
• Working knowledge of statistical methods, mathematical techniques, and related analytical tools including forecasting and projections
• Effective ability to combine technical skills and resources with initiative and creativity to solve problems and facilitate the decision-making process
• Ability to work independently and in a collaborative environment
• Advanced ability to interact with others diplomatically and tactfully
• Effective ability to implement programs, produce desired results and achieve objectives
• Effective in the use of a personal computer and associated software
Desired - Working knowledge of Contact Center Operations and Navy Federal business procedures to include an understanding of member service
Desired – Effective experience in project and process management and statistical analysis
 
Hours: Monday – Friday, 8:00AM – 5:00PM CST
 
Bank Secrecy Act
 
Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability