DIRECTOR, WORKFORCE
at Qualfon

Date Posted: 12/10/2019

Job Description

Job Summary

Main Objectives and Duties:

1. Implementation and utilization of WFM tools
- Tools implementation: Verint, NICE, ASPECT and other in-house proprietary systems
2. Provide leadership on the primary functions of the WFM team
- Provide senior leadership, and develop and guide strategies, priorities and deliverables. supporting the five primary functions for the group:
o Forecasting and Planning
o Command Center
o Scheduling
o Schedule Adherence
o Reporting
- Lead strategic decision-making using forecast, planning, trend history and real-time data and schedule management of all resources

3. Standardization across the Group
- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience
- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience
-
4. Reporting (WFM)
- Opportunity pipeline management – coordinates regular pipeline reviews with sales and professional services consultants to ensure accurate tracking and forecasting to meet Public Sector revenue influence goals.
- Goal/objectives tracking – works with managers to ensure we are on track for our global goals and objectives, develop, and coordinate efforts for reporting and tracking.
- Monthly metrics reporting - collaborate with CRM and Operation managers to track and report all key performance indicators for
various projects, goals, and time intervals.
- Develop and refresh all management dashboards, production report deliverables and other data reporting needs.
5.Personnel Management
- Builds and effectively lead a diverse team of managers and professionals in a high growth environment
- Conducts Staff meetings
- Conducts one-on-one coaching Sessions
- Ensures client’s satisfaction by researching, resolving and documenting customer concerns.
- Maintains positive work environment
- Ensures necessary tools are provided for all to have quality service and achieve goals
- Provides leadership for management initiatives to develop good communication between its members to drive performance.
- Encourages providing feedback to fuel performance.
- Prepares and conducts performance reviews.

Area of expertise (Skills)
  • Bachelor’s Degree in either Statistics, Mathematics or Engineering
  • At least 10 years of senior leadership experience with a minimum of 5 years in Work force management leading managers and a team of exempt level professionals.
Other Skills and Experiences (Min)
  • Advanced knowledge of Microsoft Excel (prior data mining experience a plus), strong analytical skills and attention to detail.
  • Working experience with complex budgeting spreadsheets, WFM systems and reporting tools (Verint, NICE, ASPECT, etc.), Demonstrated ability to think strategically about business, product, and technical challenges
Education

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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