Workforce Manager

Job Description:Essential Job Functions:Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clientsLeads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each clientMaintains forecast and staffing recommendations that are accurate and always current to ensure service level commitments are achievable and aligned with financial forecasts for both existing and prospective clientsDrives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis- both internal and client facingLead and support contact center technology launches and upgrades representing the business with IT execution supportActs as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.Approach client interactions with the Listen, Learn and Act philosophy.Basic QualificationsBachelor's degree or equivalent combination of education and experienceBachelor's degree in business management, computer science or related field preferredNine or more years of workforce management experience in contact center operations environmentsFive or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)-Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and cultureDemonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectationsAbility to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.Other QualificationsDemonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking actionExpert/Guru competency in telephony systems, set ups and associated software- (I.E. AWS, inContact/NICE, Genesys, Verint, etc.)Expert/Guru competency in Word, Excel and PowerPointExpert/Guru competency in data management concepts (data lake, repositories, storage. retrieval and analysis)Demonstrated excellence in communication and interpersonal skills at all levelsDemonstrated ability to multi-task and work independently and lead effectively in a remote work environmentDemonstrated effectiveness in inclusion, employee development and satisfactionPreferred requirement- Six Sigma/LEAN certification