Sr Mgr, Planning & Vendor Support
Company: Assurant
Location: Atlanta
Posted on: January 15, 2021
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Job Description:
Leading and serving as a subject matter expert for business unit
Workforce Planning; you will support multiple lines of business and
multi-site Call Center Operations. Our Call Centers operate in
multiple locations and include outsourced providers supporting 24x7
operations in a multi-skill, enterprise routing environment. This
position is also responsible for properly planning staffing levels
in all locations needed to achieve client Service Level objectives
and ensure sites are in compliance with all staffing requirements,
processes and procedures related to Workforce Management.Why You
Should Consider This RoleYou are authentic and love fostering
relationships in changing landscapesYou value the autonomy to use
common sense and good judgment to make decisionsYou understand,
recognize, and communicate key performance drivers, business
trends, and emerging industry related developmentsYou are a
self-starter, organized and can anticipate the needs of others You
are able to multi-task and prioritize projects while meeting
deadlinesWhat You Will LikeThe people --- we careThe diversity -
every day is differentThe excitement --- we focus on ---What
Matters Most--- to our customersThe difference in the value
Assurant places on strong leadershipThe opportunity to learn, grow
and advance within our fortune 500 global companyCompetitive
salaryThe Details The Sr. Mgr, Planning & Vendor Support will have
the following primary duties: Recruit, hire, train and manage
forecasters responsible for properly planning volume and FTE---s
needed to meet client SLA---s. Management includes but is not
limited to 1) efficient work flow patterns, 2) established
performance standards, 3) effective delineation of duties and
responsibilities, 4) suitable staffing levels, 5) appropriate
supervision and 6) systems for timely communication of pertinent
information.Recruit, hire, train and manage Workforce Planning
Specialist, ensuring workforce management software
optimization.Work closely with Data Analytics regarding the
forecast process. Monitoring variances for continuous
improvement.Monitor new opportunities to determine impact to
structure based on SLA goals, volume, hours of operation. Make
recommendations to ensure SLA---s are achieved and the appropriate
structure (sites, hrs of operations, forecast groups, etc.) is in
place. Oversee and provide direction to vendor Workforce Management
and Operations related to Workforce practices, ensuring compliance
with Assurant processes and procedures. Performs necessary audits
and communicates results.Assist in designing and implement best
practices in Workforce Management across the business unit and
lines of business (including outsourced vendors)Remain abreast of
developments in Workforce Planning in an Enterprise routing
scenario by pursuing a program of self-development, participating
in professional organizations, interacting with peers, reviewing
pertinent literature, etc. Incorporates advancements when
practicable and cost effective.Monitor the utilization of eWFM to
ensure results are optimized across all sites (including
outsourcers)Analyze workload of the Forecasters and Workforce
Planning Specialist, ensuring the most effective virtual
environmentMaintain communication with vendor site leaders
regarding workforce initiativesAnalyze, communicate and assist in
resolving staffing issuesWhat You Should Know About UsAssurant,
Inc. helps people protect what matters most to themWe have been
around for a while with our roots tracing back to 1892We are a
Fortune 500 company employing approximately 15,000 people in 21
countriesWe provide specialty protection products and related
services to safeguard against risksBasic QualificationsBachelor---s
degree preferred5 years of experience working in a contact center
environment with at least 2 years of workforce management
experience in a management/supervisory roleExperience working with
outsourced partnersBroad knowledge of Aspect eWFM in a virtual call
center environmentSuperior organizational skills, including ability
to manage multiple, complex projects simultaneouslyWilling and able
to work a variety of shifts based on business needs, including
weekends and holidaysExperience in building and maintaining
relationships with various levels throughout an
organizationSelf-starter, self-disciplined and target focused but
able to work in a matrixed environmentExcellent written and verbal
communication skills.Proven ability to drive quantifiable business
resultsExcellent collaboration skills, team-oriented working
styleAbility to work independently and achieve results under time
pressureTravel requirement --- 10%Preferred QualificationsCertified
Workforce Planning Professional (CWPP) certification (is a
plus)Previous experience in workforce for multi-channel call center
environment (calls, CHAT, IVR, email, etc)AssurantProudSDJob
InfoType: Full timeLocation: Atlanta, Duluth, Miami, Albany,
Addison
Keywords: Assurant, Atlanta , Sr Mgr, Planning & Vendor Support, Other , Atlanta, Georgia
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