Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Allen

Description

The Workforce Management Manager leads a team of analysts that develop and systematically generate reports, quantifies and measures the impact of policy changes and site performance and can clearly articulate trends and potential areas for improvement.  Additionally, this roll collaborates with call center functional areas, lines of business. To include the Corporate Leadership team to frame operational problems, represent mathematical/statistical models and recommend reporting solutions. The role is accountable for date integrity and ensuring ease of access to the data
 
Reporting manager is responsible for
Streamlining the existing reporting process, analyze processes, reports and/or systems.  Identify opportunities for improvement, develop plans based on findings and implement changes
Develops enhance and maintains automated or manual systems and procedures to facilitate and support call center operations
Test and pilot call routing strategies through CTI to maximize performance
Produces regular and ad-hoc or complex operating reports
Determines and ensures accuracy of submitted data and reporting
Provides root cause variance explanations and highlights opportunities and risks
Partner with Senior Management to create and update the corporate dashboard
Professionally and effectively interact with all levels of management across operational functions, including senior executives
Financially quantify operational efficiencies and opportunities
Responsible for driving simplicity and consistency in operations reporting across all lines of business
Support the development of business strategies through simulation and modeling
Build and develop team members and provide ongoing professional guidance and direction by motivating and setting goals
Handle all employee issues promptly
Confident and strong knowledge around the product, pricing, procedures, and promotions, and CS system
Partner with support departments both domestic and global to develop and implement best solutions
Proactively identify issues and opportunities to improve operational efficiency
Direct the employees and work to develop high performing teams and leaders
Create and maximize relationships with internal and external partners
Comply with all security and confidentiality regulations of the company
Qualifications, Skills and Education Requirements
6+ years in call center operations and/or commensurate operations analytics experience
Bachelor’s degree or relevant work experience
Strong Analytical and Quantitative skills
Excellent verbal and written communication skills and the ability to influence piers
Mastery of MS Excel including complex modeling and VBA
Knowledge of basic statistics
Demonstrated problem solving and decision-making skills
Experience with relational databases, SQL and Cognos (or similar ERP reporting tool)
Ability to work effectively as a part of a team to solve complex organizational problems
Self-starter, able to work with minimal supervision
Successfully engage and collaborate with external and internal customers
Strong project management skills
Ability to perform in a sales-oriented, goal driven call center environment
Must be comfortable using retention strategies to sell and upsell customers
Ability to meet and exceed production goals and standards
Ability to work in a high energy, fast paced environment
Excellent communication skills

About the company

Experian® is a global leader in providing information, analytical tools and marketing services to organizations and consumers to help manage the risk and reward of commercial and financial decisions. Using our comprehensive understanding of individuals, markets and economies, we help organizations find, develop and manage customer relationships to make their businesses more profitable.

Specialties: Data, Credit, Data Management, Risk Management, Revenue Cycle Management, Healthcare IT, Healthcare Finance, Automotive Data.

Companies in this sector

Hives where you can find this job offer