Manager Workforce Management

<strong>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future.</strong>

Springfield, IL

Horace Mann

<p><strong>Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we&rsquo;ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow.&nbsp; And with our broadened mission has come corporate growth:&nbsp; We serve more than 4,100 school districts nationwide, we&rsquo;re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.</strong></p> <p><strong>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs.&nbsp; We help educators identify their financial goals and develop plans to achieve them.&nbsp; This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.</strong></p> https://recruiting.adp.com/srccar/public/RTI.home?d=ExternalCareerSite&c=1138841#/

keywords: management,teamwork,forecasting,adapt,build,analysis,operations,achieve,leadership,recruiting,develop,oversee,experience,management,build,solutions,degree,analysis

Customer Care

Overview: <p>The&nbsp;<strong>Manager of Workforce Management</strong>&nbsp;is responsible for forecasting, resource planning, scheduling, and monitoring for Customer Care Operations(CCO). The manager will be responsible for leading our WFM function, and partnering with operational leaders to meet and exceed our goals for contact service levels, speed to answer, and net promoter score. The manager will oversee a WFM team with the expectation to grow the team (as needed) as we scale.</p> <p>The WFM team will support several operational unites within the Customer Care Operations division.&nbsp; The Manager position will help us to optimize capacity planning and productivity for ~150+ Contact Center Representatives.&nbsp; Fast turnaround times, nimble execution, and the ability to adapt to evolving needs are key elements of a successful WFM Manager and Team.&nbsp; Forecasting, capacity planning, scheduling, and real-time adjustments help us to deliver a responsive, world-class contact center experience for our customers and agents alike.&nbsp; The Manager position will work closely with Operations leadership to help us generate forecasts, create and adapt schedules, and balance off-queue activities.</p>
Responsibilities: <ul> <li>Continue the build out of our WFM program across main functions (Forecasting, Scheduling, Real-time Operations)</li> <li>Partner with the broader Operational leadership team to drive continuous optimization across WFM processes</li> <li>Identify, collect, track and improve key performance metrics to manage and improve WFM performance</li> <li>Manage a team for real-time monitoring to make adjustments to staffing in queues, and identify coaching on adherence to schedules</li> <li>Achieve phone service level goals through high quality forecasting, scheduling and real time management</li> <li>Develop high quality forecasts of contacts and run &ldquo;what if&rdquo; scenario models to inform near-term and long-term staffing plans</li> <li>Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast &amp; report out on trends and opportunity areas. Work with Operations leadership to reallocate resources as necessary.</li> <li>Generate &amp; evaluate scheduling Contact Center Representatives; proactively identify staffing gaps and implement necessary scheduling adjustments</li> <li>Oversee scheduling of weekly/monthly off queue activities to minimize impact on SL (ex. training, meetings, outbound campaigns, etc.)</li> <li>Build reporting for daily/weekly/monthly summaries on service levels, schedule adherence, productivity &amp; other ad-hoc performance needs</li> </ul>
Requirements: <ul> <li>5+ years of WFM experience, including direct management of a WFM team or function</li> <li>Bachelor's degree in Business, Organizational Development, Statistics or related field</li> <li>Excellent interpersonal, management, and collaboration skills</li> <li>Ability to effectively address any issue in collaboration with others as appropriate; ability to proactively anticipate problems and opportunities and confidence to use initiative to pursue solutions.</li> <li>Comfortable building reports, charts, graphs to conduct analysis and share performance data</li> <li>Experienced using WFM software platform to manage contact center operations (we use IEX)</li> <li>Strong analytical and troubleshooting/problem solving skills</li> </ul>