Posted On: 01-12-2017
Position Title: Workforce Management & Technical Support Manager – Contact Center
Job Location: Greenwood Village, CO (Denver, CO)
Apply Online:—contact-center/job


The Manager of the command center is responsible for directing and overseeing the contact helpdesk (CCTS) and real-time workforce support across all lines of business and locations. This role is responsible to ensure the team delivers timely, high quality support from the helpdesk and real-time workforce support for Participant Services in order to achieve effective service. The manager is responsible for managing same week/day and solving for unplanned events, execution of business continuity plans, trends and deltas. This role is also responsible for ensuring performance goals related to service initiatives and standards are met and exceeded. The Manager works closely with the Participant Services and Technology Support teams to identify and solve for system issues, staffing. In doing so this role contributes to retention of existing business, acquisition of new business, and meeting client contractual obligations.


Primary Responsibilities:


  • Provide leadership, management, training, and direction to helpdesk (CCTS) and command center functional team(s)
  • Hiring, training, on boarding, setting of expectations & goals, prioritization of work, performance reviews, people development, etc.
  • Responsible for team performance in effort to meet overall productivity expectations and Service Level Agreements
  • Provide functional objectives for the team and identify new methods, strategies and opportunities
  • Partner with the reporting group to ensure the accurate compilation and distribution of information and reports to identified stakeholders
  • Serve as a Subject Matter Expert and command center liaison for specific programs (CIRRUS, Verint, Avaya, Salesforce and other supporting technologies)
  • Engage in the workforce support and operations strategy
  • Engage in technology support and issue resolution for the overall Participant Services strategy
  • Seek a balance for providing the best customer and teammate experience while continuing to drive maximum effectiveness
  • Recommend changes to policies and establishes procedures that affect immediate organization
  • Responsible for meeting objectives and effective use of resources to meet schedules and goals
  • Influence decision making with senior leadership across Participant Services and Technology
  • Advocate for all command center interactions with cross-functional contacts and partners
  • Define, document and drive improvements in standard functional processes across all functions
  • Work with leaders of functional team to ensure processes are both aligned and continually improved
  • Assist other groups and leaders outside of CCTS & workforce functions to understand the team’s function and outputs and provide feedback to upstream inputs
  • Provide insight and leadership for strategic initiatives as a transition or work stream lead to include hands on knowledge and support of contact routing, IVR, and Workforce tools
  • Leading the implementation of business continuity and disaster recover plans and actions when conditions necessitate them
  • Leverage understanding of technology issues and workforce support matters to remove friction and challenge the team
  • Represent the helpdesk and workforce support in business unit interactions


  • Minimum five (5) years relevant work experience, or an equivalent combination of training and experience
  • Strong understanding and working knowledge of contact center technologies (Avaya, Verint, Aspect, Cisco, Genesys & Others)
  • Experience with building and supporting business continuity and disaster recovery
  • Demonstrated success in team and people management
  • Strong decision-making skills and the ability to influence others
  • Ability to effectively partner with end clients, consultants, and agency personnel from a variety of disciplines (i.e., marketing, insights/ market research, sales, account, and creative) to orchestrate the effective pull-through of strategies in the development of customer engagements/experiences
  • Deep understanding of strategic targeting, positioning, customer journey and customer experience
  • Excel at taking complex ideas and distilling and communicate into a big idea
  • Previous experience leader of processes and people
  • Broad understanding of the Empower Financial business model, organizational structure and business units
  • Presentation skills
  • Process improvement skills
  • Analytical and problem solving skills
  • Ability to drive best practice sharing across Participant Services and Empower
  • Strong people leadership skills
  • Decision making and influencing and skills
  • Coaching and development skills
  • Ability to work towards high level functional goals and outcomes
  • Bachelor’s Degree in Business or related field preferred or related field preferred or equivalent education and experience
  • Contact Center Technologies and MS Certifications desired but not required. Future certification may be required for continued success in this role