Job Description
Position Overview
Actively manage the workforce management team and process for the contact center. The main function of this position is driving the key process of workforce management including forecasting, scheduling, and real-time management and partnering as needed to establish reporting metrics.
The position will regularly collaborate with senior leaders to provide strategic, operational, and tactical plans and modeling for resource deployment, balancing output expectations based upon demand and capacity analysis.
These responsibilities require a flexible work schedule based on the hours of operation as dictated by the call center's business hours [7:00 AM – 6:00 PM] CT Monday - Friday.
We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.
Responsibilities
- Responsible for the Contact Center Workforce Planning activities including configuration specification and implementation of a real time process to support a multi-skilled contact center
- Forecasting and modeling the contact center capacity needs and continuously monitoring key metrics to identify areas of opportunities to improve performance.
- Contact Center system administration contact for the Five-9s WFM solution and ability to optimize the WFM platform and features in a multi-communications channel environment
- Champion continuous improvement efforts by reviewing data, standards, policies as well as the implementation and execution of established processes to drive a WFM as a Center of Excellence (COE)
- Standardize operating procedures (SOPs) for key WFM processes to drive operational efficiency.
- Full understanding of interdependencies of various contact center metrics including, but not limited to quality, occupancy, shrinkage, average handle time, adherence, forecasting accuracy, and staff utilization
- Provide post-mortems and root cause analyses when service levels are missed and tracking of root cause events
- Develop relationships with other business areas to aid in planning and root cause analysis
- Develop and document WFM team training requirements and materials as well as provide WFM training as required for the Contact Center including representatives, supervisors, and management
- Work directly with business partners and leadership to develop, design and generate various Contact Center KPIs into user-friendly reports that including trend analysis Champion continuous improvement efforts by reviewing data, standards, policies as well as the execution of established processes to drive a Contact Center of Excellence (COE)
- Actively participate in call routing and design discussions and other call center initiatives to identify WFM impacts and needs
- Lead hiring effort of WFM team members if/as needed in partnership with Recruitment and Call Center Senior Management
Skills And Abilities
- Deep understanding of the cost driver dynamics in the contact center related to call taking resources/cost per call
- High level of technical proficiency and understanding of best-in-class WFM practices
- Excellent communications skills, both written and verbal
- Demonstrated ability to work in a team environment with good relationship-building skills
- General knowledge of the life insurance industry
Education
- Bachelor's Degree or equivalent work experience
Experience
- 8+ years of experience managing a WFM team handling forecasting, scheduling and adherence
- 5+ years of experience as a Five9 WFM system administration
- 5+ years of hands-on experience with ACD systems (Five9)
Base Salary Range: $70,000 - $93,500
For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.
Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.
