Operations Workforce Manager
7 days ago
As a key member of our operations team, you will play a pivotal role in driving strategic staffing initiatives and creating a seamless, efficient workforce planning process. Your expertise will help us meet our business goals and keep our teams running smoothly.
Key Responsibilities- Collaborate with various levels of Management to perform complex analysis using predictive modeling, testing of multiple inputs, and 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.
- Develop operations policies that impact the workforce positively, ensuring thorough communication of implemented policies and procedures and monitoring 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.
- Contribute to, and administer with Human Resources, a strategic plan to achieve and maintain an employee vacancy rate of 7% or less.
- Experience working with internal departments to manage staffing.
- Experience in growing and managing a team.
- 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.
- 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.
Irvine, CA - Minimum 3 days per week in-office.
About Alleviate Financial SolutionsWe are a vibrant and energetic organization of nearly 400 employees, dedicated to helping individuals and families regain control of their financial future. We are seeking caring and empathetic individuals to join our dynamic team and make a real difference in people's lives.
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