Workforce and Reporting Manager

Description

Position Purpose :

This position is responsible for leading and managing all projects for a division or department to include defining, developing, and providing information to

drive the decision-making process. Coordinates the strategic planning of assigned area, including supervising staff assigned to projects.

Logistics :

This position is full-time (40 hours / week) Monday Friday in a typical office environment with flexible hours between 8 : 00 AM EST - 6 : 00 PM EST.

Overtime and weekends maybe required for business needs. This role is located at 17 Technology Circle in Columbia, SC.

What You'll Do :

Organizes and manages customer service staff and / or customer service teams for a line of business or department. Assigns work to associates within the team(s).

Assists staff by providing guidance and assistance with questions and problems encountered. Handles escalated or sensitive customer matters.

Manages performance to ensure that individual productivity, quality and timeliness standards are met. Monitors individual and team performance to ensure all customer requirements are met or exceeded.

Monitors and analyzes reports / statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.

Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed. Conducts coaching sessions to ensure development of staff within team.

Conducts team meetings and communications to ensure consistency.

• Encourages, facilitates, and initiates process improvements. Ensures that the department is in compliance with all company and government regulations.
• Monitors expenses and prepares annual budget for team.

To Qualify for This Position, You'll Need :

• Bachelor's degree.
• 2 years of health related or customer service work experience.
• 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
• Excellent communication, decision making, analytical, and problem-solving skills.
• Excellent interpersonal, time management, and leadership skills.
• Superior customer service orientation.
• Microsoft Office.

We Prefer You Have :

• 3 years of workforce management experience.
• The ability to apply necessary principles of workforce management to overcome daily challenges of forecasting contact center workload, scheduling staff, and managing service levels, in order to reduce overhead and increase customer satisfaction and experience as defined by contract requirements.

What We Can Do for You :

Our comprehensive benefits package includes :

• 401(k) retirement savings plan with company match.
• Subsidized health plans and free vision coverage.
• Life insurance.
• Paid annual leave the longer you work here, the more you earn.
• Nine paid holidays.
• On-site cafeteria and fitness centers in major locations.
• Wellness programs and a healthy lifestyle premium discount.
• Tuition assistance.
• Service recognition.
30+ days ago