Manager, Servicing Workforce Management
Location: Irvine, CA
Essential functions of the position.
The Manager, Workforce Management is responsible for all aspects of multi-site workforce management activities in support of Servicing operations. This includes;
Scheduling, forecasting, real-time management, adherence, analysis and performance monitoring
Drive key performance metrics in the areas of forecasting accuracy, long and short-term staff planning, schedule optimization, shrinkage management, and capacity planning
Accountability for ensuring the appropriate staffing level analysis is delivered to meet all client specific and departmental performance guarantees
Design, implement and manage a strategic workforce plan that builds and develops the analysis, reporting, operations and collaboration to deliver desired workforce results and align HCA’s workforce capacity and capability with longer-term business strategies. Create and continually improve scheduling, analytics, reporting, performance including adherence, productivity and shrinkage, real time management and forecasting tools and capabilities
Direct activities of team members for timely and effective delivery of workforce management responsibilities. Coach and develop team members for effective performance and ongoing growth of skills and capabilities
Act as Project Lead for system and process enhancements with responsibilities including planning, scheduling, communications and status reporting to ensure successful implementation. Analyze and develop project proposals and plans, including identification of current and future processes, operational business requirements, user acceptance test plans, implementation coordination, success measures and performance and project evaluation. Lead major change efforts effective communication, strong partnerships with managers and stakeholders, and strong employee engagement
Review existing data infrastructure, propose and design enhancements to ensure data integrity, consistency, and ease of access and stability of reporting infrastructure. Support data initiatives and develop improved reporting through EDW, CRM, ACD, WFM and other data systems
Prepare presentations to support recommended changes, enhancements, or departmental accomplishments. Support all positions with appropriate analysis and backup materials
Assist with preparation of annual budgets. Ensure efficient and effective cost alternatives are evaluated. Provide reporting as appropriate for budget, projects and other operational expenses
All other duties as assigned
Secondary functions of the position.
5+ years management responsibility for the workforce functions and personnel in a multi-skill, multi-site call center operation
Advanced knowledge of forecasting techniques and statistical analysis
Strong understanding of databases and ad hoc reporting tools, including the ability to automate and schedule reports for distribution to various audiences
Detail oriented with a high degree of accuracy
Expert in Microsoft Excel, Access, Visio, Power Point; SQL ability preferred
Technical understanding of contact center and telecom hardware/software
Ability to comprehend ACD statistical reporting and apply it to the operation of the department
People management and development skills
Able to understand and to communicate complex ideas. Can simplify concepts and clearly explain to others. Excellent oral and written communication skills. Strong presentation development skills
Can work independently and foster teamwork
EXPERIENCE and EDUCATION
7-10 years management responsibility for the workforce functions and personnel in a multi-site call center operation
Substantial project management experience
Bachelor’s degree preferred
Prior automotive finance experience preferred
SUMMARY of BENEFITS
Hyundai takes great pride in providing its employees with a superior benefits package, including 100% employer paid medical and dental plans and a 401(k) with matching.
How to Apply
Please send your resume along with cover letter and salary history to:
Include requisition number, position title and your name on the subject line.
Attachment must be in MS Word or plain text format.
Hyundai is an Equal Opportunity Employer M/F/D/V.