Manager, Workforce Planning & Vendor Support

Assurant is seeking a Manager, Workforce Planning & Vendor Support to join our Workforce Management group and lead a team of Workforce Planning Specialists.

This role is responsible for leading and serving as subject matter expert for business unit Workforce Planning and Vendor Management Workforce oversight, supporting multiple lines of business and multi-site Call Center Operations. Call Centers operate in multiple locations and include outsourced providers supporting 24x7 Operations in a multi-skill, enterprise routing environment.

What will be my duties and responsibilities in this job?

• Recruit, hire, train and manage Workforce Planning Specialist, ensuring workforce management software optimization. Management includes but is not limited to 1) efficient workflow patterns, 2) established performance standards, 3) effective delineation of duties and responsibilities, 4) suitable staffing levels, 5) appropriate supervision and 6) systems for timely communication of pertinent information.

• Work closely with Data Analytics regarding the forecast process. Monitoring variances for continuous improvement.

• Direct the Forecasting function, analyzing data trends to predict staffing needs.

• Monitor new opportunities to determine impact to structure based on SLA goals, volume, hours of operation. Make recommendations to ensure SLA’s are achieved and the appropriate structure (sites, hrs of operations, forecast groups, etc.) is in place. 

• Oversee and provide direction to vendor Workforce Management and Operations related to Workforce practices, ensuring compliance with Assurant processes and procedures. Performs necessary audits and communicates results.

• Assist in designing and implement best practices in Workforce Management across the business unit and lines of business (currently 2 outsourced call center locations)

• Remain abreast of developments in Workforce Planning and Vendor Workforce Management in an Enterprise routing scenario by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, etc. Incorporates advancements when practicable and cost effective.

• Monitor the utilization of eWFM to ensure results are optimized across all sites (including outsourcers)

• Analyze workload of the Forecasters and Workforce Planning Specialist, ensuring the most effective virtual environment

• Maintain communication with vendor site leaders regarding workforce initiatives

• Analyze, communicate and assist in resolving staffing issues at vendor sites

• Monitor impact of schedule efficiency and adherence of agents in vendor locations to contribute achieving client service level goals ensuring schedules are aligned to requirements (volume) at the interval level and agents are adhering to their assigned schedules. Communicate any scheduling inefficiencies which lead to higher cost, increase in needed FTE’s, to Ops internal and vendor leadership along with recommendations to …