Manager, Business Support Services, Workforce

📋 Description

• Develop, maintain, and implement quarterly and annual workforce capacity plans to meet operational demands, support portfolio growth, and achieve strategic goals.

• Collaborate with Finance and Human Resources to create cost-effective hiring plans, labor models, and staffing strategies that align with budgetary and productivity objectives.

• Direct the design and execution of workforce management strategies across multiple channels, including phone, chat, and email.

• Manage, configure, and continuously enhance workforce management systems, tools, and reporting platforms.

• Provide real-time and intraday oversight of workforce management to proactively detect and resolve service-level risks.

• Keep a working knowledge of dialer support analyst and team lead daily operations to offer backup support, troubleshoot issues, and promote process improvements and automation.

• Employ T-SQL and advanced analytical techniques to uncover trends, risks, and optimization opportunities.

• Generate and present executive-level dashboards and reports on forecast accuracy, schedule adherence, productivity, and performance trends.

• Create, document, and maintain standard operating procedures (SOPs) for forecasting, scheduling, real-time management, and reporting.

• Model and assess surge capacity scenarios concerning volume fluctuations, portfolio changes, market conditions, or disaster recovery situations.

• Lead initiatives focused on continuous improvement regarding operational efficiency, workforce utilization, and customer experience.

• Execute management responsibilities in alignment with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations.

• Possess advanced knowledge of workforce management principles and forecasting methodologies.

• Exhibit strong analytical and data-driven decision-making capabilities.

• Have experience with workforce management and contact center platforms.

• Demonstrate experience in creating ad-hoc reports to validate and verify business-related issues and outcomes.

• Ability to interpret complex reporting and workforce-related data to troubleshoot and resolve business challenges.

• Proven capability to influence stakeholders and manage organizational change.

• Skilled in interpreting and presenting staffing and performance trends to leadership.

⛳️ Requirements

• Bachelor’s degree in Business, Operations Management, or a related field.

• Over eight (8+) years of experience in workforce management or support operations.

• 1 to 2 years of experience in developing reports using T-SQL.

• Prior experience in mortgage servicing or financial services is highly preferred.

🏝️ Benefits

• Comprehensive healthcare plans available for you and your family, along with a discretionary 401(k) match of 50% of the first 4% of your contributions.

• Access to various discounts on fitness, dining, retail, and more through our employee portal.

• Tailored training programs designed to help you advance in your career.

• Employee referral bonuses, allowing you to earn money by helping Carrington and Vylla grow.

• Educational reimbursement opportunities.

• The Carrington Charitable Foundation supports community causes that align with the interests of Carrington Associates.