Senior Manager, Workforce Management

The Senior Manager of Workforce Management is responsible for overseeing and optimizing workforce planning, scheduling, and management processes to ensure efficient and effective utilization of resources to support the "CXO" organization (including Contact Center, Branches and Frontline Teams). This role involves strategic planning, data analysis, enhancing customer service and operational efficiency, and collaboration with departments to embed best practice across First Tech.

• Strategic Workforce Planning:Develop and implement workforce management strategies that align with the CXO's goals and objectives
• Scheduling and Forecasting:Oversee the creation and maintenance of employee schedules, ensuring optimal staffing levels to meet business needs
• Data Analysis:Analyze workforce data to identify trends, forecast staffing needs, and make data-driven decisions
• Process Improvement:Continuously evaluate and improve workforce management processes to enhance efficiency and effectiveness
• Collaboration:Work closely with department heads and HR teams to understand staffing requirements and address workforce challenges
• Compliance:Ensure all workforce management practices comply with relevant labor laws and regulations
• Reporting: Prepare and present regular reports on workforce metrics and performance to senior management.
• Leadership:Lead and mentor a team of workforce management professionals, fostering a culture of continuous improvement and excellence

• Drive actions to optimize operations, including staffing/capacity planning, scheduling, call routing and resource allocation, to ensure efficient and effective service delivery | Apply First Tech's Digital-First mentality to keep systems relevant, simple and innovative
• Ensure the ongoing functionality, reliability, and security of contact center systems by conducting regular maintenance, troubleshooting issues, and implementing necessary upgrades and patches
• Drive actions related to ongoing design, deployment, and integration of channel management technologies, such as IVR systems, NLP engines, deflection and capture practices, and Chat and Messaging platforms
• Collaborate with cross-functional teams to integrate contact center systems with other organizational systems, teams and channels

• Utilize monitoring tools and metrics to assess the performance of the CXC, identify areas for improvement, and implement enhancements to maximize efficiency and member service quality. Establish and monitor key performance indicators (KPIs) in real-time, service level agreements (SLAs) and budget to meet or exceed organizational goals | Improve cost to serve to levels at or below industry benchmarking
• In partnership with operations leaders, guide and coach operations managers on effective efficiency management practices and translating insights into action
• Drive the CXO Workforce Management operational execution | Partner with other teams across First Tech to implement WFM in a consistent, scalable manner and assess potential and actual impact of overall WFM enterprise-wide strategy, taking into account the likelihood of the merger of two sizable entities
• Maintain accurate call forecasting, collaborating with product leads, marketing, and finance colleagues. Develop a playbook / action plan for times where we are under service level, on a daily/monthly/annual basis, and take urgent actions to remediate service performance when necessary
• Leverage call and other sourced data and insights to identify trends and opportunities for service improvement and innovation, particularly those stemming from digital to phone channel switching
• Working with our Vendor Management Office and the Vice President of the CXC, manage relationships with third-party vendors and service providers (e.g. Cisco, Nuance/Microsoft, Valera), including negotiating contracts, overseeing adherence to SLAs, and ensuring compliance with contractual obligations and budgets

• Monitor member feedback and satisfaction metrics (e.g. First Contact Resolution), and proactively address member concerns and issues to ensure a low-effort, Brand building member experience. Specifically, monitor health and process moments of truth like abandonment rates, transfer rates, etc., in order to build new ways of working closing the loop on these defects
• Proactively simplify the employee experience, from number of systems used, optimizing processes to least-clicks, delivering engaging training and developing, and making it easier to find product and process information needed to serve members

• Implement and enforce security protocols and compliance standards to safeguard sensitive member data and ensure regulatory compliance within the contact center environment. This includes introducing potentially new security systems (e.g. Gatekeeper) to drive safety and soundness.
• Collaborating with our IT teams, maintain and evolve disaster recovery plans, procedures and monitoring to minimize downtime and ensure business continuity in the event of system failures or emergencies
• Maintain comprehensive documentation of contact center systems, configurations, and processes, as well as generate regular reports on system performance, utilization, and key metrics for management review

• Establish and regularly monitor annual and quarterly clear, SMART goals for direct reports, providing ongoing guidance and coaching for career development and engagement
• Provide industry thought leadership to inform First Tech's telephony technology roadmap and make sure First Tech stays at the forefront of efficiency-driving, easy to use, systems and applications

• Bachelor's degree in Information Technology, Data Analysis, Computer Science, Telecommunications, or a related field. Master's degree preferred
• Proven experience (6 + years) in a similar role within a contact center environment, with expertise in contact center technologies and operations
• Dynamic leader who is a natural people leader and contact center cultural champion
• Experience with navigating company merger activities including developing and leading workstream(s) to efficiently combine and optimize systems between two existing entities
• Exceptional stakeholder management skills, including providing proactive updates on project delivery timelines, impact of implementations, etc.
• Strong knowledge of telecommunication technology, including IVRs, Workforce Management, Call Recording, Speech Analytics and CRM platforms
• Proficiency in system administration and configuration of contact center software and hardware
• Excellent problem-solving skills and the ability to simplify complex technical issues
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines
• Proven track record creating an environment of high performance, with strong interpersonal and communication skills, and a demonstrated track record of partnering across the organization to bring about change
• Excellent communication skills and executive presence, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders
• Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)