Call Center Workforce/Labor & Planning Manager (Support Services)

Stonebridge Life Insurance Company is a member of the AEGON Group of Companies and is in the top 10 list of global insurers.  We market life, supplemental health insurance products, and fee-based programs.  We offer competitive compensation, a comprehensive benefits program, and the opportunity for professional growth and advancement.  Our guiding philosophy is "Respect People, Make Money and Have Fun." This simple and direct philosophy has helped AEGON grow into one of the largest insurance and financial service organizations in the world.

 

We are currently seeking an experienced Workforce/Labor and Planning Manager (Support Services) to join our team.

 

Purpose:

Plans, organizes, coordinates, monitors, communicates and provides leadership in successful completion of departmental labor planning, workforce, telephony, and reporting objectives.  Primary focus of projects is related to efficient use to human resources, cost reductions, increased efficiencies, improved revenue enhancement, and systems or business development.  Consults and advises customer service management team in defining business and system requirements for Aspect eWorkforce application. Participates in defining call routing and Symposium business and system requirements. 

 

Consults with managers to identify and clarify operational needs.  Determines the data, analysis and reporting methods needed to meet operational requirements. Gathers and analyzes operational data, interprets results and provides input into the planning process with CSS senior management.

 

This position will lead, direct, manage, and motivate labor planning, workforce and reporting teams in identifying and implement changes necessary to improve the level of quality and efficiency as measured by our key business indicators.

 

Job Responsibilities:  

 

1. Plans, monitors and provides leadership in the successful completion of departmental and team objectives related to labor planning, workforce, telephony, reporting and analysis related functions. 

2. Analyzes various types of data collected within Customer Sales & Service, interprets results, and makes recommendations for actions based on those results.

3. Analyzes attrition, overhead, occupancy and other business drivers that impact ability to effectively manage the business and provide input and recommendations to management on ways to increase efficiencies.

 

4. Works with Management to determine departmental strategy, information needs, methods for implementing strategy and methods for reporting results.  Meets with CSS Management to clearly understand needs, requests, and priority for delivery.  Assigns work within team to meet objectives.

5. Presents business case along with cost/benefit analysis for proposed system or business modifications to the appropriate business units within the organization. Delivers oral and written presentations, as required. Negotiates projects and changes in the best interest of the Company and Customer Sales & Service.  Facilitates meetings and presents findings.

 

6. Takes responsibility for personal development and training. Develops knowledge to assure successful completion of projects.

 

7. Leads and manages employees in moderately unstructured tasks.  Coordinates and/or manages activities of team members, communicates progress and obstacles, solves problems and facilitates group activities that move projects forward. Creates team atmosphere conducive to success. Plans, prioritizes, and delegates assignments as appropriate. Ensures that projects remain on schedule as required with appropriate consultation, approval, and communication. Resolves team conflicts.

 

10. Maintains compliance with all standards, controls, policies and practices as an active participant in the Company’s Information Privacy and Security Program. 

 

11. Performs other duties as assigned.

 

Experience/Background

Minimum Requirements:

1.  Bachelor’s degree or equivalent work experience.

2.  10 years professional experience with Labor Planning/Workforce management in call centers.

3.  Experienced and effective leader in managing individuals and teams.  Strong people management skills.

4.  Able to make decisions where only general procedures are available and which require constant application of judgment and independent action.

5.  Excellent verbal and written communication skills. Proven interpersonal skills, partnering skills and interaction with outside vendors.

6.  Advanced knowledge of Aspect eWorkforce, Symposium (forecasting/call routing/scheduling tools) in call center environment

7.  Demonstrated creativity, innovation and ability to think outside of established guidelines

8.  Assertive takes charge attitude, coupled with good operational ability

9.  Broad based business perspective.

10.  Analytical and problem solving skills

11.  Expertise in MS Excel

12.  Ability to accept and help orchestrate change

13.  Proficient working knowledge of call centers and the planning process to ensure labor optimization and service level

14.  Current knowledge and ability to manage multiple media contact center technology

15.  Demonstrated ability to set strategy that balances the employee, customer and business needs

16. Telephony experience

17. Familiarity with Life and Health Insurance practices and principles

 

We offer a competitive benefits package to include medical, dental. vision, tuition assistance, 401-K with Company Match, and more!

 

EOE