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Business Operations Manager, Back Office Workforce Management

Req #: 180008556_1
Location: Tempe, AZ, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

As a Business Operations Manager within the Operations Infrastructure Workforce Management Team, you will lead workforce managers and projects that support the alignment of business resources to ensure key performance standards while ensuring the highest level of service to our customers in a blended calling environment. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.  In this role, you will be responsible for leading the key Workforce Management projects and developing processes in support of the CCB Customer Service organization.  

 

    • Responsible for leading a team of people managers
    • Responsible for project management. May be required to be act as project lead.
    • Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
    • Engage business partners (Call Routing, eWFM, Dialer, etc.) when appropriate
    • Provide Workforce Management subject matter expertise and leadership within a project team
    • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities  are coordinated across sites and business functions  to support overall business strategy
    • Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented
    • Drive Process Improvement and Best Practices to ensure  optimal service levels and staffing
    • Responsible for Regulatory Control Reports/Auditing
    • Responsible for procedure/policy documentation and evergreen processes
    • Oversight for WFM RSCA process and documentation
    • Responsible for developing and maintaining new hire and refresher WFM Training
    • Responsible for new hire training facilitation
    • Oversight for Audits or Acting as liaison for Audit findings or asks when required
  • Provide subject matter expertise within project teams
  • Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
  • Engage business partners (Call Routing, eWFM, Dialer, etc.) to support Business Function engagement, integration and onboarding
  • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities  are coordinated across sites and business functions  to support overall business strategy
Qualifications:

Technical skills

  • Strong skills in MS Excel, Access, and PowerPoint
  • Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)

    Knowledge base/Education

  • 4+ years direct Financial Services Call/Contact Center experience preferred
  • Working knowledge of telephony/call routing and workforce platforms
  • Strong understanding of cross-LOB Workforce Management practices
  • Proven experience leading project initiatives

    General skills/attributes

  • Excellent written and verbal communication skills
  • Strong Experience in business analysis, reporting of business data,  problem identification, resolution and root cause analysis
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