-
Workforce & Analytics Manager
1 week ago
Alzheimer's Association Chicago, United States**Responsibilities** · Essential functions and responsibilities include, but are not limited to: · - Lead the design and preparation of operational reports for management of the Contact Center and Programs senior leadership. Utilize Power BI to visualize data from multiple data s ...
-
Workforce Development Program Manager
3 days ago
Erie Neighborhood House Chicago, United StatesSince 1870, Erie Neighborhood House has provided the most comprehensive support immigrant and low-income families in Chicago need to thrive and has constantly evolved to meet their needs. Today, Erie House is a modern social services nonprofit with programming and resources for c ...
-
Workforce Manager
1 week ago
Solve IT Strategies, Inc. Chicago, United StatesRequires a Bachelor's degree in Business Administration, Communications, or related fields. · Must possess strong project management and organizational skills, excellent analytical abilities, and superior communication skills. · Oversee and manage teams labor management program ...
-
Workforce Management Scheduler
1 week ago
Uline Glenview, United States**Workforce Management Scheduler** · **Kenosha Branch** · **12355 Uline Way, Kenosha, WI 53144** · Customer Service is the heartbeat of Uline As a Workforce Management Scheduler, you will coordinate call center schedules and monitor staffing to ensure optimal coverage to deliver ...
-
Workforce Management Analyst
1 week ago
Society of Workforce Planning Professionals LLC Chicago, United StatesWorkforce Management Analyst – Chicago, IL – Northwestern Medicine · At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integr ...
-
Manager Workforce Planning
2 days ago
Solve IT Strategies, Inc. Chicago, United StatesJob Description · Job DescriptionSolve IT Strategies is looking for a Manager Workforce Planning . This role is located at Chicago, IL. CONTRACT ONLY 3-5 months. 8-5 pm M-F Onsite · The Main Responsibilities of a person are: · Bachelor's degree in Business Administration, Healthc ...
-
Workforce Management Systems Specialist
1 week ago
Uline Glenview, United States**Workforce Management Systems Specialist** · **Kenosha Branch** · **12355 Uline Way, Kenosha, WI 53144** · Customer Service is the heartbeat of Uline. From troubleshooting workforce management software issues to identifying opportunities for improvement, as a Workforce Managemen ...
-
Workforce Development Program Manager
1 week ago
Erie Neighborhood House Chicago, United StatesJob Type · Full-time · Description · Since 1870, Erie Neighborhood House has provided the most comprehensive support immigrant and low-income families in Chicago need to thrive and has constantly evolved to meet their needs. Today, Erie House is a modern social services nonprof ...
-
Workforce Development Project Manager
1 week ago
Lewis University Romeoville, United States**Job Description Summary** · - The Workforce Development Project Manager oversees multiple aspects of training project management, including student recruitment andretention, placement assessment, and logistics. This role will also provide ongoing oversight andreporting on train ...
-
Product Manager, Workforce Staffing
2 weeks ago
Amazon Chicago, United StatesCome help us create innovative products for Amazon's Associates, managers, and leaders to support the evolution of the Workforce Staffing (WFS) organization. · In this role you will serve as a senior member of our product management team and own the strategy, roadmap and position ...
-
Workforce Absence Management Consultant
1 week ago
HUB International Chicago, United StatesJob Description · Workforce Absence Management Consultant · Join a Winning Team at HUB International · When you join the team at HUB International, you become part of the 5th largest global insurance broker, providing a broad array of property, casualty, risk management, life and ...
-
Workforce Absence Management Consultant
2 days ago
HUB International Chicago, United StatesWorkforce Absence Management Consultant page is loaded · Workforce Absence Management Consultant · Apply · remote type · Fully Remote · locations · Chicago, IL · time type · Full time · posted on · Posted Yesterday · job requisition id · R · ABOUT US · At HUB Interna ...
-
Workforce Management Forecasting Associate
1 week ago
Enova Chicago, United StatesWe are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid · About the role: · The Workforce Management (WFM) Forecasting Associate is respon ...
-
Workforce Absence Management Consultant
1 week ago
HUB International Chicago, United StatesJob Description · Workforce Absence Management Consultant · Join a Winning Team at HUB International · When you join the team at HUB International, you become part of the 5th largest global insurance broker, providing a broad array of property, casualty, risk management, life ...
-
Workforce Development Program Manager
6 days ago
Erie Neighborhood House Chicago, United StatesJob Description · Job DescriptionDescription:Since 1870, Erie Neighborhood House has provided the most comprehensive support immigrant and low-income families in Chicago need to thrive and has constantly evolved to meet their needs. Today, Erie House is a modern social services n ...
-
Manager | Healthcare Operations & Workforce
1 week ago
FORVIS Chicago, United StatesRequisition Number2231941 Description & Requirements · Within this role, you will be working with a team of professionals, focused on supporting operational projects, facilitating client communications, coordinating workplan updates and engagement functions such as proposals, ag ...
-
Manager, Third-Party Workforce Operations
3 weeks ago
AbbVie North Chicago, United States Full time· Company Description · AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic ar ...
-
Workforce Manager
1 week ago
IAA Westchester, United StatesIAA, an RB Global, Inc. company is seeking a Workforce Manager to join our team This is a remote role (WFH) eligible · The Workforce Manager is the strategy owner (individual contributor) responsible for developing, implementing and managing all long term, short term and real ti ...
-
Workforce Planner
1 week ago
Diversified Chicago, United StatesAt Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by ...
-
Crain Communications Chicago, United States· Join the world's leading research and advisory firm in staffing and workforce solutions. Known for our independent and objective insights, SIA's award-winning proprietary research, data, support tools, publications, and executive conferences provide a competitive edge to decis ...
Workforce Manager - Chicago, United States - IAA
Description
IAA, an RB Global, Inc. company is seeking a Workforce Manager to join our team This is a remote role (WFH) eligible
The Workforce Manager is the strategy owner (individual contributor) responsible for developing, implementing and managing all long term, short term and real time work force capacity management activities.
As a self-motivated team player, the incumbent will analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff assignment capacity and resource allocation, and use the analysis results to define staffing strategy and efficiency.
Must manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to proactively address these issues.
Job Duties and Responsibilities:
Create optimal schedules to address demand in order to achieve stated service level goals
Partner with Operations team to ensure staffing plan is achieved
Produce meaningful reporting on a daily, weekly, and monthly basis
Regular interaction with and support for Operations Leadership
Work with Operations partners to understand process drivers (such as specialty programs and environmental issues) and capacity needs
Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods
Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience
Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc.
, working closely with them to proactively identify ways to improve resultsServe as an internal expert on Key Performance Indicators (""KPIs"") that impact the contact centers ability to consistently and effectively meet its Service Level Objectives
Support all contact centers across work sites and work from home environments
Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance
Communicate and coordinate with contact center leadership to achieve appropriate department goals
Manage and optimize call center staff schedules, including but not limited to off phone work, shifts, paid time off and back office needs
Engage and coordinate leadership team in discussions to identify and implement improvement measures when performance is jeopardized
Proactively work with various departments to recommend efficiencies and affect change
Produce ad hoc reports and analysis as required to support business needs
Oversee intraday management of scheduling, adherence, and call routing to optimize service level performance and resource utilization. Oversee analysis and reporting of employee performance data
Conduct exploratory data analysis and determine appropriate linkages across disparate data sources
Collaborate with business units to continuously innovate new measures of company performance
Develop predictive models to support and improve operational decision making throughout the title procurement lifecycle
Work with other lines of business within the organization to identify reporting gaps and implement solutions to close gaps
Education and Job Requirements:
Bachelor's Degree in Business Administration or similar concentration
5 years of experience in workforce management in a claims contact center or relative environment
Excellent written and verbal communication skills are a must with strong proficiency with MS Office 365 (Excel, Word, Sharepoint, Outlook and PowerPoint)
Strong attention to detail and the ability to see the "big picture"
10% travel requirement maybe required
Preferred Skills:
Proficiency with Power BI desired
Experience with Five9 Phone system Desired
In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays, and vacations.
company:
IAA, an RB Global, Inc
company (NYSE:
RBA) and (
TSX:
RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles.
Leveraging leading-edge technology and focusing on innovation, IAA's unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles.
IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations.
Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience.
IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.
RB Global, Inc. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois.#J-18808-Ljbffr