Jobs in the United States

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Added just now
Bilingual Tax Preparer
JTH Tax LLC
Little Rock, AR
Must have PTIN or eligible to receive
Added just now
Technical Sales / Project Coordinator
Alliance Industries Inc
Houston, TX
Valid driver license required; CDL preferred.
Added 2 mins ago
Branch Operations Lead, Walnut Branch, New Braunfels, TX
JPMC page
New Braunfels, TX
As a Branch Operations Lead in a Chase Branch, you'll be at the heart of our branch operations, working closely with the Branch Manager, branch employees, and our team of experts. Your role…
Added 2 mins ago
Associate Banker, 30 Hours, Oregon, OH - Oregon Branch
JPMC page
Oregon, OH · Toledo, OH
As an Associate Banker within Chase, you will represent our brand and culture with the utmost hospitality, using the latest banking solutions and cutting-edge financial technology combined…
Added 2 mins ago
Client Tax Associate I
JPMC page
Tampa, FL · Columbus, OH
As a Client Tax Associate on the Tax Reporting team, you will support tax reporting and year-end reporting activities by participating in projects and process improvements. You will draft…
Added 2 mins ago
PB
Floater (Full Time) - Gun Barrel
PROSPERITY BANK
Gun Barrel City, TX
- Full-time
Added 2 mins ago
PB
Teller (Full Time) - Gun Barrel
PROSPERITY BANK
Gun Barrel City, TX
- Full-time
REQUIRED KNOWLEDGE: Understanding of Bank operations preferred.
Added 2 mins ago
Shipping/Receiving Tech 1
Fisher-Barton Inc.
Watertown, WI
…customer orders, communicate consistently and clearly with Operations staff, and ensure product is shipped accurately and in a timely manner to meet customer demand. The S/R Clerk will have…
Added 2 mins ago
Onsite Representative
Haas Group International, LLC
United States
Ensure all operations comply with chemical handling standards, PPE requirements, and site safety protocols.
Added 3 mins ago
MS
Sr Clinical Manufacturing Associate, Cell Therapy - Devens MA
Military Spouse Jobs & VetJobs
United States
- $33.51 to $40.61 USD / hour
Must have the ability to work assigned shift (Day, Night, Weekends and/or Holidays)
Added 3 mins ago
AF
Administrative/Operations Assistant (Part-Time/Temporary)
Advocates for Human Potential, Inc.
Sudbury, MA
- $24 to $30 USD / hour
- Part-time
Advocates for Human Potential, Inc. (AHP) is pleased to announce an opportunity for an Administrative/Operations Assistant. If you are highly organized, service-oriented, and enjoy…
Added 3 mins ago
Out-of-School Time Site Director (YES)
Yadkin County School District
Yadkinville, NC
This individual must possess excellent multitasking skills to effectively manage all areas of the OOST classroom
Added 3 mins ago
Teacher Assistant - 5K
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Spartanburg, SC
Must possess a valid state driver’s license · Must have the ability to comprehend and interpret received information
Added 3 mins ago
Mechatronics & Robotics Technician
Amazon.com Services LLC
Davenport, IA
Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries…
Added 3 mins ago
Store Operations Associate
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Broadview Heights, OH · Cleveland, OH
You must have the ability to work Saturdays
Added 4 mins ago
Senior Engineer, Corporate Systems & Finance Technology
at Marriott
Bethesda, MD
…Management (PCMCS) and Accounts Reconciliation (ARCS) modules. This associate will collaborate with business stakeholders, system integrators and technical teams to translate business…
Added 4 mins ago
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Front Desk Associate - Charlotte Airport
Pet Paradise
Charlotte, NC
- $13.5 USD / hour
Pet Paradise is looking for individuals with a passion for pets to be the welcoming face of our Charlotte Airport resort as a Front Desk Associate.
Added 4 mins ago
Assistant Director for Guest & Conference Services
MS
· Serve as under the Associate Director for Administrative Services.
Added 4 mins ago
Program Coordinator I-Membership Operations Associate-CAPC
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New York, NY
The Membership Operations Associate plays an important role in the everyday operations of the Membership department and is the backbone of the team, handling all administrative…
Added 5 mins ago
Rehabilitation Teacher II
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…obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or…
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Credit Associate
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Pittsburgh, PA · Powell, OH · Indiana, PA · Greensburg, PA
Must have a working knowledge of accounting and financial analysis techniques · Must have ability to use Microsoft Office programs and banking software
Added 5 mins ago
Resident Admissions and Marketing Coordinator
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Washington, DC
High School diploma equivalency OR 1 year of applicable cumulative job specific experience required
Added 5 mins ago
VU
Part-Time Sales Associate
Visit us on our LinkedIn Page
Albuquerque, NM
- $12.76 to $15 USD / hour
- Part-time
The Sales Associate, known in our stores as a Service Specialist, brings energy, product knowledge, and a customer-first mindset to the floor. You’ll create exceptional experiences, connect…
Added 6 mins ago
Post Doctoral Associate-Cassity-Duffey
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…gains from incorporating cut flowers into organic vegetable…
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The Supervisor Pharmacy Tech supports safe, efficient, and compliant pharmacy operations by overseeing pharmacy technicians, coordinating daily workflows, and ensuring adherence to…

Verida Inc

Manager, Workforce Management

Villa Rica, GA, United States

Apply on workforcenow.adp.com About employer

Applications open in a new tab.

Job details

Experience: Required – 2 to 5 years workforce management experience in contact center operations or other high volume complex service or/or operational environment
Posting language: English

Original job description

The main responsibility of the Manager of Workforce Management will be to manage the day-to-day operations of the workforce management department. This task will encompass monitoring and evaluating the Call Center staffing levels, call volume efficiency, and correlated Member satisfaction results for all areas of the business. This position requires a strong background in process improvement experience and statistical analysis.

ESSENTIAL FUNCTIONS:

Implement Workforce Management departmental policies and procedures as directed by the VP of Corporate Call Centers.
Manage and drive real-time processes, including strategic discussion on call routing, and agent skilling/attributes to maximize agent utilization. Manage and drive the scheduling process to review volume demand patterns to generate schedules designed to maximize agent utilization
Build and develop high-performing teams and create conditions for great performance and development discussions throughout the year
Optimize utilization of workforce management tools set and strengthen team’s training to fully leverage tool capabilities to enhance results
Establish excellent working relationships with business leaders and department contacts to maintain and continuously improve the level of service
Provide recommendations on cross-training opportunities and shrinkage management
Identify volume trends and incorporate into planning for FTE forecasts.
Provide reporting on the execution of plans and deliver insight to events contributing to results
Monitor, track and analyze workforce management KPIs to validate assumptions and build plans to continuously improve performance
Conduct daily, weekly and monthly sessions with operational leaders to provide results, outlook, and recommendations
Analyze staffing data provided by the department and Finance and make recommendations to senior management.
Actively advise and provide guidance to the business units around scheduling, labor management and leave management.
Perform all other job-related duties as requested.

REQUIRED SKILLS AND ABILITIES

Experience working with Talkdesk, is a plus.
Experience in financial analysis/planning, predictive modeling/forecasting, project management, or operational analysis
Preferred – Experience with training, quality and customer service
Proficient with Microsoft Office products (Strong/ Excel skills)
Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
Experience working in a fast-paced environment with the ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
Change Agent – Ability to lead and be productive through organizational change and challenges
Previous experience with process improvement.
Strong understanding of statistical analysis.
Aptitude for learning new software and adopting new technology.
Highly detail-oriented.
Excellent customer service skills.
Ability to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.

REQUIRED QUALIFICATIONS AND EXPERIENCE

Associate degree required.
Bachelor's degree preferred.
Working knowledge of Microsoft Office.
Required – 2 to 5 years workforce management experience in contact center operations or other high volume complex service or/or operational environment
Required – Experience in workforce management software and contact center platforms (Community, Shoretel, or something similar).

Apply on workforcenow.adp.com About employer

More about this job

Skills

Process improvement
Statistics
Call routing
Scheduling
Reporting
Financial analysis
Forecasting
Project management
Customer service
Microsoft Office
Microsoft Excel
Communication skills
Meet deadlines
Interpersonal skills
ShoreTel

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Work requirements

Jobs in the United States