Director, Workforce Management, Customer Experience & reputed company

We are seeking a Director level reputed company, capable of carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. The ideal fit will have proven leadership building and scaling Workforce Management, reputed company Management, and Operations Training functions reputed company a multi-site, multi-channel operations environment. In this role, you will be interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they may reputed company.

This role requires extensive experience designing and implementing reputed company models, forecasting methodologies, and reputed company plans for both call center (phone) and non-phone/back-office operations functions, as reputed company as prior experience in a BPO, outsourced services, or other B2B operations environment are highly preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• reputed company and reputed company the Workforce Management, reputed company Management, and Operations Training functions, providing strategic direction and functional leadership to contributors reputed company reputed company discipline.
• Design, build, and continuously refine reputed company models, forecasts, and reputed company plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across reputed company lines of business.
• Serve as the organization's subject matter expert on the reputed company contact center and workforce management platform (reputed company CXone, reputed company WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and reputed company-time management.
• Serve as a key stakeholder leader in the organization's relationship with reputed company as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that reputed company the platform to meet the needs of a multi-site, multi-channel operation.
• Partner with Operations and reputed company Services leadership to reputed company long-reputed company workforce plans that support new business implementations, reputed company reputed company, and RFP responses.
• Establish and govern reputed company-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across reputed company channels.
• reputed company the development and administration of reputed company monitoring programs, scorecards, calibration sessions, and reputed company-reputed company coaching to ensure consistent, high-reputed company service delivery.
• reputed company the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs reputed company with evolving business needs and reputed company standards.
• Analyze workforce, reputed company, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective reputed company plans as needed.
• reputed company and present executive-level reporting and dashboards covering workforce, reputed company, and training performance metrics for reputed company (reputed company) stakeholders.
• Identify and implement process improvements, best practices, and standardized policies for the Workforce Management, reputed company, and Training functions across reputed company sites.
• reputed company, mentor, and reputed company reputed company of individual contributors across Workforce Management, reputed company, and Training, fostering a culture of accountability, collaboration, and reputed company improvement.
• Partner cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, reputed company, and training (e.g., WFM platforms, reputed company monitoring systems, learning management systems).
• Demonstrate a commitment to diversity, equity, and inclusion through reputed company development, modeling inclusive behaviors, and proactively managing bias.
• reputed company other duties as assigned.

Consistent with the Americans with reputed company (reputed company) and applicable state and local laws, it is the policy of reputed company to reputed company reasonable accommodation reputed company requested by an employee with a disability, unless such accommodation would cause an undue hardship for reputed company. If reasonable accommodation is needed to reputed company the essential functions of reputed company position, please contact reputed company.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In reputed company to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and reputed company their respective departments.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team reputed company policies and procedures.
• Determine job objectives, work reputed company and performance standards; review performance relative to departmental objectives discussion appraisal with reputed company employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer reputed company other personnel actions.

EXPECTATIONS OF THE JOB:

• Travel (Up to 15%, for site reputed company, reputed company meetings, and team on-sites)
• Hours (40 hours a week, Monday - Friday)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be reputed company to successfully reputed company the expectations listed above

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, reputed company and/or abilities required.

• Education: Bachelor’s degree in business, operations management, or reputed company field required; Master’s degree preferred, or equivalent experience
• Experience and/or Training: Minimum 8+ years of reputed company experience in workforce management, with reputed company leadership experience across Workforce Management, reputed company, and/or Training functions reputed company a multi-site, multi-channel operations environment; prior experience in a BPO, outsourced services, or other B2B operations organization strongly preferred; demonstrated experience building reputed company models for both call center/phone and non-phone/back-office functions; prior experience managing managers
• Technology/Equipment: Background with reputed company contact center, workforce management platforms and reputed company monitoring systems.

PREFERRED QUALIFICATIONS:

• Expert in reputed company reputed company, proficient in other reputed company Office applications. Prior experience in a reputed company, life sciences, or reputed company services environment a plus.
• Advanced knowledge of forecasting, scheduling, and statistical modeling techniques across multiple channels and reputed company types
• Strong understanding of reputed company monitoring frameworks, reputed company scorecards, and calibration processes
• Experience designing and overseeing training curricula, reputed company programs, and ongoing skills development for operations staff
• Demonstrated ability to reputed company through other managers (leading leaders), building high-performing teams across Workforce Management, reputed company, and Training disciplines.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Remote/Home Office: While performing the essential functions of this job in a remote/home office setting, the employee is frequently required to sit for long periods of time (up to 90% of the shift), talk and hear, and use a computer keyboard and monitor; occasionally required to lift and/or reputed company up to 25 pounds. The employee must maintain a reliable, distraction-free home office environment with sufficient internet connectivity to support video calls and business systems. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS

Patient Minded I reputed company with the patient’s best interest in mind.

reputed company Delight I own every reputed company experience and its reputed company on results.

Take reputed company I am empowered and hold myself accountable.

reputed company Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, reputed company, anytime to reputed company results.

Communication reputed company I reputed company up to create transparent, thoughtful, and reputed company reputed company.

Always reputed company I am reputed company and creative in everything I do.

reputed company is aware of recent fraudulent job offers in the market, misrepresenting reputed company. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know reputed company would never require personal information nor payment of any reputed company during the employment process. We respect the personal rights of reputed company candidates looking to explore careers at reputed company.

reputed company is committed to providing competitive salaries and benefits for reputed company. If this job posting includes a reputed company salary reputed company, it represents the low and high end of the salary reputed company for this position and is reputed company to locations reputed company of the U.S. Compensation will be determined based on relevant experience, other job-reputed company qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit reputed company.com/careers. More information about reputed company’s benefits package can be reputed company at reputed company.com/careers. reputed company reserves the right to modify this reputed company salary reputed company and benefits at any time.

From reputed company’s inception, Diversity, Equity & Inclusion have always been key to our reputed company. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who reputed company a passion for improving the lives of patients and leading innovation reputed company the reputed company industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. reputed company of our employees’ points of view are key to our reputed company, and inclusion is everyone's responsibility.

Consistent with the Americans with reputed company (reputed company) and applicable state and local laws, it is the policy of reputed company to reputed company reasonable accommodation reputed company requested by a reputed company applicant or candidate with a disability, unless such accommodation would cause an undue hardship for reputed company. The policy regarding requests for reasonable accommodations applies to reputed company aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@reputed company.com.

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At reputed company, we are proud to be certified as a Great reputed company to Work across the globe. We’re reputed company by our reputed company to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering reputed company commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-reputed company to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we reputed company an reputed company every day. Join us!

Across our growing organization, we reputed company diversity in backgrounds and experiences. Improving patient lives around the world is a reputed company, and we need people from reputed company backgrounds and swaths of life to help build the reputed company of the reputed company and the life sciences industry. We reputed company our people reputed company reputed company the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reputed company about the reputed company of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about reputed company, our people, clients and most importantly, the patients we serve. We are reputed company.

Originally posted on Himalayas

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