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Workforce Optimization Lead

2 months ago

Irvine, California, United States Alleviate Financial Solutions Full time
About the Role

We are seeking a highly skilled Operations Workforce Manager to join our team at Alleviate Financial Solutions. As a key member of our operations team, you will play a pivotal role in ensuring we have the right people, in the right places, at the right times.

Key Responsibilities
  • Oversee productivity at the company by assessing, analyzing, and reporting employee productivity at the individual, departmental, and company-wide levels.
  • Determine how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM).
  • Collaborate with various levels of management to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes.
  • Escalate contact center interruptions to appropriate executive leadership in a timely fashion.
  • Develop operations policies that impact the workforce positively. Ensure thorough communication of implemented policies and procedures and monitor adherence to them.
  • Communicate with management and operations staff to ensure compliance with client and company dialing standards.
  • Ensure role approvals are processed in accordance with technology approval matrix.
  • Modify call routing and campaign dialing to ensure calls are distributed appropriately.
  • Develop reporting processes, dashboards, and presentations to fulfill executive leadership reporting needs and requests.
  • Create reports and dashboards on historical data and forecasting results from applicable systems.
  • Contribute to, and administer with human resources, a strategic plan to achieve and maintain an employee vacancy rate of 7% or less.
  • Analyze and develop weekly recommendations for scheduling and use staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the company is able to meet operational commitments.
  • Create integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
  • Maintain holiday patterns forecasts to ensure effective coverage for holiday seasons.
  • Perform analysis of employee demographics - tenure, work experience, academic/professional designations, and turnover to support audit committee regulatory requirements, and benchmark initiatives based on this data.
Requirements
  • Experience working with internal departments to manage staffing.
  • Experience working in a call center environment is required.
  • Advanced knowledge of Excel, with the ability to fully utilize formulas and applications.
  • Experience with PowerBI, RingCentral, and CRM (or similar software) preferred.
  • Excellent communication skills and developed presentation abilities.
  • Ability to think 'outside of the box' and identify creative solutions.
  • Ability to perform complex mathematical equations and analysis using internal/external predictive dialing modules.
What We Offer
  • Health, dental, and vision benefits available after 30 days of employment.
  • Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more.
  • 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days.
  • Paid holidays.
  • 401(k) that can be elected from day 1 of employment.
  • The opportunity to work alongside an incredible group of people who are all driven to help others.