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Company

Ageatia Global Solutions · 8 hours ago

Director (Workforce Management & Service Optimization)

Baltimore, MD

Contract

Remote

Director/Executive

8+ years exp

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ConsultingInformation Technology

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Responsibilities

Drive service operations optimization, enhancing service delivery and modernization, executing mission-critical projects, and ensuring seamless integration across technology and business functions.

Champion customer-centricity, delivering enhanced service experiences through innovative solutions and multi-year roadmaps.

Focus on improving member experience, optimizing processes, and leveraging technology for operational efficiency and enhanced service strategies.

Liaison between IT and Operations to ensure the implementation of new technologies and drive continuous improvement across all service touchpoints.

Direct analysts who provide strategic and actionable insights regarding the customer experience.

Track response time, first contact resolution, hold time, and abandonment rates.

Oversee customer metrics and identify unique customer traits, trends, and issues to better provide support and refine customer interactions.

Work closely with customer service/call center management to identify areas of improvement for the customer experience and guide customer service/call center staff on findings.

Work to improve processes and implement cost reduction strategies.

Accountable for Department budget planning and management.

Lead the technical execution of a multi-year roadmap for service optimization, incorporating people, process, and technology perspectives.

Collaborate with cross-functional teams including IT, Operations, and Business Integration to ensure seamless execution of strategic initiatives.

Develop and implement strategies, controls, and roadmaps to ensure continued current and future improvement in the synchronization of systems, people, processes, and performance.

Oversee the implementation and optimization of CRM, telephony, and other critical technologies, ensuring alignment with business requirements and operational needs.

Assess current state operations, identify improvement opportunities, and implement strategies to enhance service delivery and customer satisfaction.

Champion ongoing innovation through data-driven insights, identifying opportunities to enhance service delivery and operational efficiency.

Manage large-scale projects targeting efficiency gains and enhanced member experiences, utilizing methodologies such as Agile, SDLC and human-centered design thinking.

Direct Workforce Management team that monitors real-time performance and adherence to defined schedules and off-line activity, while operating with urgency to meet the demands of the business and customers.

Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules.

Responsible and accountable for the accuracy and outcomes of analyses run by the department, ensuring staffing levels and call volume forecasts are appropriate.

Direct the Business Readiness efforts for new technology implementations, including Salesforce rollouts for contact center.

Drive modernization efforts, service enablement strategies, and annual planning processes for Commercial Service Operations.

Monitor staffing models based on call volume, handle time, shrinkage, attrition, upcoming marketing campaigns, and historical trends to ensure daily indicators are within acceptable ranges.

Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs.

Develop and monitor performance metrics to assess the effectiveness of service operations and identify areas for improvement.

Ensure the delivery of high levels of member satisfaction through timely, cost-effective, and high-quality service operations.

Serve as the primary liaison between Commercial Service Operations business units and IT, to develop joint plans for system implementations and enhancements ensuring requirements are clearly communicated and met.

Partner with to drive business readiness and successful implementation of Salesforce and other technologies.

Foster a culture of collaboration and transparency, building strong relationships with key stakeholders across the organization (i.e. Sales, Marketing, Product, and Finance teams), IT partners, business segments, executives and peers.

Qualification

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Service center operationsWorkforce managementContact center technologiesScheduling/ForecastingAgile methodologyHuman-centered designNICEGenesysFacetsSalesforceNASCO

Required

An Undergraduate Degree in business or equivalent discipline.

8 years' experience in service center operations or Scheduling/Forecasting within a Call Center environment

3 years management experience in workforce management

Working knowledge of contact center operations, technologies, systems and processes (i.e. experience/familiarity with NICE, Genesys, Facets, Salesforce, and/or NASCO platforms)

Strong prioritization and time management skills with ability to delegate effectively

Ability to set strategy and follow through on tactical implementation and execution of initiatives

Excellent organizational skills and attention to detail