Workforce Management Director in Windsor, CT at Voya

Date Posted: 6/29/2018

Job Snapshot

  • Employee Type:
  • Location:
    1 Orange Way
    Windsor, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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Profile Summary:

Balances the vision of centralized call center Workforce Management with the requirements of the local site leadership teams. Influences policy and procedure decisions with a strong consideration for customer experience. Provides recommendations to executive leadership regarding expense management. Manages numerous contractual obligations with internal and external clients which have financial penalties if not achieved. Responsible for scheduling all agent labor expenses. Must analyze performance outcomes and implement changes to ensure responsive and timely responses to customer needs.

Profile Summary:

  • Develop and implement Workforce Management initiatives across the network of Contact Centers in support of business strategies
  • Responsible for Workforce Management application and the overall forecasting of workloads (calls and back office), scheduling staffing, coordinating training and hiring needs with the Training Department and Human Resources
  • Write and implement policies & procedures; setting clear expectations within operations context
  • Manage operations of the Workforce Management Department and staff
  • Frequently assess department and operations performance meeting phone and non-phone service levels goals and proactively make recommendations to enhance performances
  • Provide information and analysis to the operations management team on centers performances
  • Drive process changes that meet and enhance stakeholders expectations; this includes associate satisfaction, operations and executive leadership goal attainment
  • Develop and update staffing models for multiple stakeholders, such as; budgeting, senior leadership and share staffing model best practices with other divisions. Staffing models should also serve as benchmarks for staffing ramp-ups or ramp-downs
  • Establish and maintain staffing ramp-ups that trigger hiring and support attrition for ramp-down plans
  • Provide short-term, and long-term capacity plans that will achieve stipulated service levels – while optimizing use of staffing (occupancy), and minimizing or even reducing operations cost
  • Oversee intraday operations and reporting, making sure management is abreast of service level challenges/risks that could lead to sanctions
  • Perform route cause analysis (RCA), report findings and seek speedy resolutions where factors are outside the scope of Workforce Management; partnering with responsible entities
  • Provide operations recommendations to mitigate business risks, including abating potential penalty fees
  • Manage and report associate-workforce attendance (absences and attrition)
  • Strong data analytics ability building
  • Create and supply ad hoc reports involving call queue metrics and staffing for internal customers in multiple departments or divisions
  • Effectively communicate to personnel on all organizational levels; verbally and in writing
  • Be a visionary, develop plans that support visions which are in line with Corporate values and goals, and then carry out plans
  • Comprehensive knowledge of Contact Center operations and Call Center systems, such as; ACD, Voice Portal, IVR and Planning applications
  • Drive efficiencies through economies-of-scale; identifying units of input that yield desired productivity outcomes and recognize variables that contribute to inefficiencies and adjusts or remove them

Education & Experience:

• 8+ years of experience leading workforce and/or performance management teams preferably in the financial services industry with the capability to attract, mentor, retain and develop talent
• Comprehensive knowledge of Contact Center operations and Call Center systems, such as; ACD, Workforce Management tools, Performance Management Systems, Voice Portal, IVR and Planning applications
• Design, implementation and support of call center and back office reporting and analytics
• Experience with Performance metric and scorecard design and development
• Expertise in Vendor management
• Working knowledge of customer service operations
• Be a visionary, develop plans that support visions which are in line with Corporate values and goals, and then carry out plans
• Demonstrated ability to effectively drive and lead organizational change
• Results oriented with the ability to motivate teams to accomplish goals
• Experience in connecting operational data and planning with financial/budgetary measures
• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.
• College degree or equivalent experience
• Excellent oral and written communication skills
Critical success factors for this position include the ability to manage effectively in a matrix organization, develop partnerships with many functional areas, while maintaining an independent and fact based focus on performance optimization.


Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.