Work Force Manager- Life & Annuity Contact Center Lavori

Descrizione del lavoro

DXC Technology helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Responsabilità

Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients
Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations
Maintains forecast and staffing recommendations that are accurate and always current
Drives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis
Lead and support contact center technology launches and upgrades representing the business with IT execution support
Acts as a champion of transformation to support and propel the objectives aligned to each client
Approach client interactions with the Listen, Learn and Act philosophy

Requisiti

Bachelor's degree or equivalent combination of education and experience
Nine or more years of workforce management experience in contact center operations environments
Five or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)
Demonstrated performance management and process improvement implementation and discipline
Demonstrated relationship leadership and management of client agreements and contracts
Ability to create compelling and concise business presentations and updates to Sr Leaders
Demonstrated strength in business and analytical skills and creative problem solving
Expert/Guru competency in telephony systems, set ups and associated software
Expert/Guru competency in Word, Excel and PowerPoint
Expert/Guru competency in data management concepts
Demonstrated excellence in communication and interpersonal skills
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction

Preferibile

Bachelor's degree in business management, computer science or related field preferred
Preferred requirement- Six Sigma/LEAN certification

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Work Force Manager- Life & Annuity Contact Center

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