01/13/2022

Workforce Management Manager

  • National General Insurance
  • Atlanta, GA, United States

Job Description

*PREFERRED CANDIDATE HAS EXPERIENCE WITH Aspect AND ICBM*

Primary Purpose:

Guide effectiveness of workforce management operations within area of responsibility by managing analyst team, liaising with customer care business leaders and tracking and reporting on performance to ensure achievement of business objectives.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Guide delivery of workforce management services by assigning and delegating tasks, tracking team workload, resolving escalated issues and providing direction to ensure customer care units receive accurate and timely volume projections and staffing advice
  • Support achievement of business objectives by identifying opportunities for process improvement, recommending innovative changes to senior managers and implementing the established strategic vision for workforce management team to foster efficiency and increase effectiveness of operations
  • Guide cohesiveness of operations across workforce management department by promoting best practices and encouraging communication and knowledge sharing among analyst teams to foster collaboration and teamwork
  • Liaise with customer care business units by communicating with leadership across sites to align forecasting and workforce analysis strategies with operational needs and expectations within area of responsibility
  • Inform senior management on team operations by monitoring team performance, tracking success against established metrics and delivering reports to update key stakeholders and ensure alignment with department objectives
  • Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
  • Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
  • Provide a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions
  • Manage own career development by soliciting feedback and valuing other perspectives

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 7+ years of relevant experience
  • Experience with workforce management operations and analysis; experience managing or leading others; increasing levels of responsibility
  • Applied knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique and coordination of people and resources
  • Working knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
  • Proficient in Microsoft Office (Word, Excel, Outlook and Power Point)
  • Organize people, tasks and activities to yield efficient work flow
  • Motivate and inspire achievement of a common goal
  • Consult and recommend changes and improvements to leaders
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Coordinate, implement and manage projects
  • Observe outcomes and interpret results
  • Must possess effective verbal and written communication skills
  • Mentor and coach team members; share knowledge and educate others
  • Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
  • Creativity and alternative, open thinking to generate and support new or better ways of doing things
  • Understand team dynamics and utilize the individual strengths of each member to achieve results

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