WORKFORCE MANAGMENT - MANAGER IITitle: WORKFORCE MANAGMENT - MANAGER II
Location: CALIFORNIA-MONTEREY PARK
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Are you a Workforce Management professional looking for a great opportunity? Union Bank has that opportunity!
JOB SUMMARY
Reporting to a Senior Manager within the Customer Services Division, the Workforce Management Manager II is responsible for ensuring the call centers meet service level and response time objectives across all contact channels. Manages the WFM Command Center that develops accurate call volume and workload forecasts. Enables the generation of schedules which meet the service level agreement demands of each client while efficiently completing off-line activity such as; training, meetings, and coaching. Ensures an efficient workload /workforce balance through effective utilization of assigned resources and administration of activities, while supporting the organization's vision, mission and customer access strategies. Job responsibilities are performed with a significant degree of latitude and autonomy.
DETAILS
Major responsibilities include:
Workforce Management
Manage the WFM staff in the various workforce management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities. Conduct forecasting, create staffing schedules, and monitor real time for schedule adherence and SLA achievement. Create schedules that ensure service levels, revenue goals, operating and budget parameters, etc. are met. Maintain fair scheduling practices that take employee needs into concern and consideration. Create and maintain an environment that encourages input from subordinates. Continually improve the forecasting and scheduling predictions across all contact channels. Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted.
Workforce Management Systems Management
Manage call routing in a multi-site environment, encompassing Telecom, VRU, and CTI technology and stay abreast of new system functionality, developments, methods, and techniques. Evaluate and recommend opportunities for system improvements and/or enhancements. Assist in the development and implementation of call routing strategies associated with call distribution and routing. Troubleshoot system problems (Avaya CMS Supervisor, Genesys applications, and Verint Performance Management) and escalate as appropriate. Provide management information and analysis regarding workload, traffic distribution and service performance. Analyze, interpret, and summarize complex data, utilizing Genesys applications and Verint Performance Management for ensuring schedule adherence and service level goal achievement.
Workforce Management Reporting
Coordinate reporting related to WFM. Produce and distribute call center reports to senior management and line supervisors; i.e., performance and agent productivity, schedule adherence and call volume analysis reports. Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.). Update forecast based on historical patterns and run analysis in the effectiveness of historical data to business model.
Leadership
Lead in the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s) and that account for growth, seasonal variations, special events affecting clients' volumes (such as marketing blitzes) and other cyclical patterns. Train and educate business partners on Workforce Management including creating and delivering effective presentations. Make certain adherence to regulatory, Bank and departmental policies and procedures. Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency. Responsible for planning, conducting and directing the analysis of complex business problems through to solution. Provide expertise in developing or evaluating solutions that generate efficiencies and cost reductions for the department. Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation. Assist with the management of relationships with multiple vendors to maximize Bank's benefit and ensure high quality product and service delivery.
QUALIFICATIONS
Required
* Advanced leadership, presentation, interpersonal and conflict management skills.
* Strong written and verbal communication skills.
* Proficient at leading meetings and facilitating information exchange with internal and external business partners.
* Familiarity with budgeting and financial control.
* Comprehensive knowledge of technical aspects of functional area and able to effectively transfer that knowledge to assigned staff members. Very effective at training and coaching staff members on complex functions.
* Strong project management and analytical skills.
* Networking outlets and stay in tune with industry best practices.
* Sound decision making skills that demonstrate originality, flexibility, and resourcefulness.
* Ability to develop strong working alliances at all levels within the organization. Build appropriate rapport for developing constructive and effective relationships. Possess diplomacy and tact; can diffuse even the high-tension situation comfortably. The highest level of integrity, customer focus, team building for strong working relationships and partnerships is a minimum standard requirement.
* Extremely effective at collaboration and leveraging resources. Action oriented; Ability to adapt to change and implement quickly based on overall direction and needs of the company.
* Demonstrates the following core competencies: Drive for results, communicate effectively and professionally, balance risk with opportunity, and influence and inspire others.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Why Work for Union Bank?
· We are a financially strong and stable bank.
· We value workplace diversity
· We are committed to the training and development of our employees
· Innovative vacation benefits
At Union Bank, our people are our greatest asset. We are one of the largest banks in California with a longstanding reputation for professional training and career development. In addition to investing in our employees, Union Bank has established a generous community reinvestment program that works to uplift communities and watch them grow. We invest in a diverse workforce as our employees come from many different backgrounds, bringing with them different experiences and perspectives.
Headquartered in San Francisco, UnionBanCal Corporation is a financial holding company with assets of $84 billion at September 30, 2011. Its primary subsidiary, Union Bank, N.A., is a full-service commercial bank providing an array of financial services to individuals, small businesses, middle-market companies, and major corporations. The bank operated 404 full-service branches in California, Washington, Oregon and Texas, as well as two international offices, on September 30, 2011. UnionBanCal Corporation is a wholly-owned subsidiary of The Bank of Tokyo-Mitsubishi UFJ, Ltd., which is a subsidiary of Mitsubishi UFJ Financial Group, Inc. Union Bank is a proud member of the Mitsubishi UFJ Financial Group (MUFG, NYSE:MTU), one of the world's largest financial organizations. for more information.
Become part of a team where community, diversity, and exceptional service are part of everyone's job. Invest in you!
Union Bank is committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. EOE. M/F/D/V
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