Manager of Workforce Management, Contact Center

At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.
 
Ready to reach your highest potential? Let’s work together.

Job Summary

As an experienced leader of contact center workforce management (WFM), you will guide all areas of WFM best practices using your subject matter expertise, data and analytics, and relationship building to best support the well-being of our team as well as organizational goals and objectives.

• Manage a team who utilizes workforce management tools (IEX, NICE Workforce Optimization, CXone WFM, etc.) to forecast call/digital volumes and schedule contact center resources to ensure service levels are met through wisely developed staffing plans.

• Perform on-going analysis of contact center performance and interpret the information to make recommendations to maximize performance. Create capacity models that allow leadership to perform “what-if” analysis to maximize performance and efficiency.

• Partner with internal customers and IT staff to resolve problems and escalate as necessary.

• Drive continuous improvement initiatives to enhance workforce management processes and system capabilities. Stay updated on industry trends and emerging technologies to inform future enhancements.

• Collaborate with the contact center leadership team to provide insights and recommendations for continuous improvement of workforce planning efficiency as well as gain insight into the  challenges and opportunities of our teams as it relates to business goals.

Skills and Background You’ll Need

• Education:  Bachelor’s degree in a related field (Business, Mathematics, Statistics, etc.) is preferred.

• 2+ years of experience leading a WFM team in a contact center environment.

• 5+ years Contact Center workforce management experience in a mid-sized environment.

• Familiarity with CXone, IEX, or similar contact center software. CXone NICE and IEX experience is strongly preferred.

• Demonstrated experience in data modeling, forecasting, “what if” staff modeling, and capacity planning for Contact Center operations.

• Strong experience utilizing contact center metrics, capacity planning and modeling tools, and forecasting/scheduling for multiple channels (voice/text/email).

• Experience with IVR platforms and applications: Designing and supporting IVR applications natural voice, managing or supporting software based automated notification tools, and utilizing a software based ACD in a Contact Center environment.

• Strong project management skills with a proven track record of delivering complex programs on time.

Key Behaviors of a Successful Candidate

• Strong interpersonal skills and the ability to build relationships.

• Ability to work under pressure while executing day-to-day operational demands.

• Willingness and ability to drive change and influence individuals at all levels.

Why Join The Standard?

• We have built an enduring legacy of stability, innovation and financial strength thanks to the contributions of the talented, creative and compassionate people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard, you can expect:

• A rich benefits package including a 401(k) plan with matching company contributions

• An annual incentive bonus plan

• Generous paid time off

• A supportive and responsive management approach

• Opportunities for career growth and advancement 

• Paid time off to volunteer

• An employee giving program that double matches your donations to eligible nonprofits and schools

• Much more!

#LI-remote

Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.